Scoring POS Systems Support Tech I

BRUNSWICK BOWLING PRODUCTS LLC•Muskegon, MI

9d•Onsite

About The Position

Brunswick Bowling Products is growing its Technical Support Team to keep pace with the rapidly expanding Bowling and Family Entertainment industry worldwide. Our Technical Support Team plays a critical role in delivering high-impact customer support by maintaining and troubleshooting sophisticated Point-of-Sale and Scoring systems that power our customers’ operations. This team combines deep technical expertise with top-tier customer service. Technicians leverage phone and email support alongside modern remote support tools to diagnose and resolve issues across a diverse technology stack, including Windows Server environments, POS workstations and peripherals, wired and wireless tablets, cloud-based CRM platforms, and a variety of serial- and network-connected devices. We are looking for individuals who contribute positively to team culture and thrive in a collaborative environment. The ideal candidate brings a constructive mindset, communicates respectfully and effectively, and stays focused on shared goals while fostering a professional, supportive workplace. This is a in-office position—not a remote role. Team members work on-site in a fast-paced, collaborative support environment, partnering closely with fellow technicians to solve customers’ technical challenges and deliver reliable solutions for customers around the globe.

Requirements

Experience: Minimum of two years of IT or software technical support experience, or two years of demonstrated knowledge in Bowling Products operations or service.
Education: Associate’s degree (A.A.) or equivalent coursework in progress from a two-year college or technical school; Electronics or Computer Science preferred.

Nice To Haves

Hands-on experience with Windows Server and Windows Client operating systems in non-domain environments.
Solid understanding of wired and wireless networking concepts (LAN/WLAN), including troubleshooting through switch management interfaces.
Working knowledge of configuring, managing, and troubleshooting Windows DHCP Server.
Basic SQL proficiency, including executing queries, creating and restoring backups, and performing database repair tasks.
Experience with system imaging and backup solutions, such as Acronis Cyber Backup, to support remote system recovery from hardware failures or software corruption.
Strong ability to translate complex technical concepts into clear, step-by-step guidance for customers during remote troubleshooting sessions

Responsibilities

Evaluate, triage, and prioritize support requests received via phone, voicemail, email, and internal request channels.
Collaborate with on-site staff to analyze reported issues, define scope, and understand troubleshooting steps already performed.
Leverage available resources, including knowledge base articles, technical manuals, team expertise, and approved online references—to determine effective resolution paths.
Remotely access customer systems as needed to perform diagnostics, troubleshooting, and corrective actions.
Provide guidance and support for basic system operation and usage questions.
Assist customers with firmware and software updates, ensuring proper implementation and system stability.
Provide remote support to installation teams during deployments, troubleshooting hardware, software, and network related issues.
Stage and prepare replacement servers and client systems in-house for remote installation and deployment.
Accurately document customer issues, troubleshooting steps, and final resolutions within the ticketing system
Partner with Team Leads and experienced technicians to evaluate issues requiring escalation beyond standard troubleshooting procedures.
Develop and maintain technical documentation for the Brunswick Knowledge Base.
Occasional travel to customer sites for education on new products and their installation/maintenance.