Technical Implementation Specialist I

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 way 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. Calls are made and received via Genesys Cloud contact center system. Incidents are managed via the ServiceNow / JIRA ticketing systema. Incidents include the following:

• 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

• Associates or Bachelors degree in IT or equivalent experience in a related field required
• Able to work 11 am - 8 pm EST shift
• Must already have or be able to obtain Public Trust Clearance to be eligible
• Minimum of 2 years Help Desk or related IT experience
• Understanding of Windows 10, Windows 11 Microsoft 365
• 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

$65,100.00 - $97,700.00

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

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

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.