[Hiring] Technical Implementation Specialist I @NCR Corporation

Role Description

Position works in high call volume Service Desk environment supporting NCR's small and medium sized customers and their analysts in providing problem resolution for NCR products and services.

• Provide technical phone and email support on industry-specific products, systems and numerous software products.
• Provide accurate and creative solutions to user problems to maximize product or system availability.
• Responsible for ensuring the customer's entitlement of services adhere to contract SLAs and the manner in which faults are addressed results in high customer satisfaction ratings.
• Remotely deliver solutions, work through others to dispatch service personnel.
• Work directly with the customer to understand and/or escalate the problem to the next level.
• Call and incident management using Genesys Cloud contact center system and ticketing system.
• Manage incidents including:
• Diagnosis
• Steps for troubleshooting
• Tools used for troubleshooting
• Next steps for troubleshooting
• Escalations, why and what group
• Root Cause Resolution
• Able to follow through on open cases involving customer inquiries/complaints.
• Knowledge in troubleshooting hardware/software issues to determine root cause.
• Use order system to acquire replacement parts for the customer (when necessary).
• Follow standardized departmental policy and procedures for diagnostics, troubleshooting and problem solving under the direction of senior staff.
• Integrate established disciplinary knowledge within own specialty area with basic understanding of related disciplines and industry practices.
• Gather information from a wide range of sources to resolve problems with unknown solutions including:
• Internal technical groups
• External technical resources
• Third party vendor

Qualifications

• Associates or Bachelor’s degree in IT or equivalent experience in a related field required.
• Able to work 11 am - 8 pm EST or 2 pm – 11pm EST shifts.
• Must already have or be willing to obtain Public Trust Clearance to be eligible.
• Minimum of 2 years Help Desk or related IT experience.
• Understanding of Windows 11, Microsoft Office Suite.
• Understanding LAN and WAN terminology, IP protocols, Ports, VPN connections, Active Directory.
• Understanding of Knowledge Base Systems such as QuickBase and Confluence.
• Understanding of ticket systems such as ServiceNow, Remedy, or JIRA.
• Understanding of hardware troubleshooting including retail peripheral devices such as printers, scanners, scales.
• Excellent communication skills both written and verbal.
• Fluent in the use of the English language.
• Strong interpersonal skills.
• Attention to detail.
• Have a strong desire for quality.
• Sense of urgency.
• Ability to multi-task.
• Ability to work flexible schedule (evenings/weekends).

Preferred Qualifications

• POS deployment.
• Computer Information Systems, Network+, Security+, Microsoft or Cisco certification.

Benefits

• Medical Insurance.
• Dental Insurance.
• Life Insurance.
• Vision Insurance.
• Short/Long Term Disability.
• Paid Vacation.
• 401k.