Level 3 Technical Support Analyst (please read the Job Description) in Chicago
Role details
Job location
Tech stack
Job description
The Level 3 Technical Support Engineer serves as the highest escalation point within the technical support organization, providing deep technical expertise across NCR platforms including ATM, Smart Safe, and POS systems. This role is responsible for resolving the most complex issues, performing root cause analysis, and collaborating with engineering and product teams to drive long-term system stability and performance., * Serve as the final escalation point for unresolved technical issues
- Perform deep diagnostic analysis across hardware, software, and network components
- Lead root cause analysis and recommend long-term corrective actions
- Collaborate with Engineering, Product, and Field Services teams
- Mentor Level 1 and Level 2 support staff
- Develop and maintain advanced technical documentation
- Support release validation, firmware testing, and field readiness
- Performs other duties as assigned.
Requirements
- Expert knowledge of NCR ATM, Smart Safe, or POS platforms
- Advanced understanding of Windows, Linux, networking, and embedded systems
- Strong analytical and problem-solving capabilities
- Excellent written and verbal communication skills
- Ability to work independently in high-pressure environments, * Bachelor's degree in Information Technology, Engineering, or equivalent experience
- 5+ years of Tier 3 or senior technical support experience
- Experience supporting mission-critical or regulated systems
KPIs & Success Metrics
- Mean Time to Resolution (MTTR)
- Escalation reduction rate
- Root cause resolution effectiveness
- SLA and customer satisfaction metrics
Benefits & conditions
Role may require participation in on-call rotations, after-hours support, and collaboration across global teams.
Company DescriptionWe're a team of passionate professionals dedicated to protecting what matters most for our clients. When you join us, you're not just taking a job - you're building a career with a company that values:
Growth & Development - We invest in your training and give you opportunities to advance your skills and grow.
Stability - Join a company with a strong reputation, a growing customer base, and a clear vision for the future.
Team Culture - Be part of a supportive and knowledgeable team that has your back in the field and in the office.
Impactful Work - The systems you install and service help protect businesses, homes, and lives - your work truly makes a difference.
Competitive Pay & Benefits - We offer a competitive compensation package and recognize performance and dedication.Company DescriptionWe're a team of passionate professionals dedicated to protecting what matters most for our clients. When you join us, you're not just taking a job - you're building a career with a company that values:\r\n\r\n Growth & Development - We invest in your training and give you opportunities to advance your skills and grow.\r\n\r\n Stability - Join a company with a strong reputation, a growing customer base, and a clear vision for the future.\r\n\r\n Team Culture - Be part of a supportive and knowledgeable team that has your back in the field and in the office.\r\n\r\n Impactful Work - The systems you install and service help protect businesses, homes, and lives - your work truly makes a difference.\r\n\r\n Competitive Pay & Benefits - We offer a competitive compensation package and recognize performance and dedication.
