Technical Implementation Specialist I

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🔥 0 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $65.1k - $97.7k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧑‍🔧 Technical Customer Success Manager

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NCR Corporation

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1884

💼 Consulting

🍽️ Food & Beverage

🏨 Hospitality

💰 $820M Post-IPO Equity on 2015-11

Consulting • Food & Beverage • Hospitality

NCR Corporation has evolved into two distinct companies: NCR Voyix and NCR Atleos. NCR Voyix provides digital commerce solutions tailored for retailers and restaurants on a global scale, enhancing their sales and customer interaction capabilities. In contrast, NCR Atleos focuses on expanding financial access by transitioning transactions to self-service channels and empowering financial institutions and retailers with its extensive ATM network. Together, these entities continue to build on NCR's legacy of facilitating insights, connections, and experiences across various commerce and financial landscapes.

📋 Description

• Support NCR's small and medium-sized customers and their analysts in a high call volume Service Desk environment • Provide technical phone and email support for industry-specific products, systems, and software products • Provide accurate and creative solutions to maximize product or system availability • Ensure customer service entitlements adhere to contract SLAs and faults are addressed to achieve high customer satisfaction • Remotely deliver solutions and dispatch service personnel through others • Work directly with customers to understand problems and escalate them when necessary • Manage calls and incidents using Genesys Cloud, ServiceNow, and JIRA • Document diagnosis steps, troubleshooting tools, next steps, escalations, root cause, and resolution • Follow through on open cases involving customer inquiries and complaints • Troubleshoot hardware and software issues to determine root cause • Use the order system to acquire replacement parts when necessary • Follow standardized departmental policies and procedures under the direction of senior staff • Gather information from internal technical groups, external technical resources, and third-party vendors to resolve problems with unknown solutions

🎯 Requirements

• Associate's or Bachelor's degree in IT or equivalent experience in a related field required • Able to work the 11 am–8 pm EST shift • Must already have or be able to obtain Public Trust Clearance • Minimum of 2 years of Help Desk or related IT experience • Understanding of Windows 10, Windows 11, and Microsoft 365 • Understanding of LAN and WAN terminology, IP protocols, ports, VPN connections, and 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, and scales • Excellent written and verbal communication skills • Fluent in English • Strong interpersonal skills • Attention to detail • Strong desire for quality • Sense of urgency • Ability to multitask • Ability to work a flexible schedule, including evenings and weekends • Preferred: POS deployment experience • Preferred: 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