Technical Implementation Specialist I – Tier 3 Support Role.

About NCR VOYIX

Role: Technical Implementation Specialist I – Tier 3 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

Basic Qualifications

• 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)

Preferred Qualifications

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

Salary Range:

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”