PS Technical Consultant I

NCR Corporation•Germantown, MD

4d•Remote

About The Position

About NCR VOYIX 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. Role: Technical Implementation Specialist I – Support Role. Location: Maryland – Virtual Years of Experience: 3 - 6 Years Looking for Citizens Only. Work timings: 11 am - 8 pm EST, 2 pm – 11 pm EST shift Job 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. Calls are made and received via Genesys Cloud contact center system. Incidents are managed via the ticketing system. 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

Requirements

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)

Nice To Haves

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

Responsibilities

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
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