Technical Support Manager (II)

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Title: Technical Support Manager (II)

Location: Atlanta, GA

Grade: 13

Model of work: 5 days office policy

Position summary:

The Executive Office Support Desktop Technical Manager is a working managers position focused primary focused on diagnosing, troubleshooting, and repairing various hardware and software systems for executives and their direct reports. This individual must have a high level of discretion, professionalism, and dedication to customer service. This person will deal directly with the end user, provide technical support, guidance, and will be called on to make independent decisions as to how to best resolve issues. This individual must be able lead a small team of technical resources and identify opportunities and partner with various Team Leads, to drive improvements and/or customize solutions, to meet unique requirements for each Executive. Due to the nature of this job, in addition to customer service skills and technical knowledge, this role also requires the candidate to possess outstanding soft skills.

Responsibilities:

• Lead a small team of Executive Office (EO) support members.  Including evaluating the team members technical skills, soft skills, their ability to comply with job requirements and scheduling.  Ensuring we have support staff available M-F, during the defined business hours or as required by the EO schedule.
• Provide Support to executive customers, answering questions and resolving technical issues.
• Onsite IT & audiovisual support primarily focused on executive team.
• Office 365 administration & support skills.
• Mac OS, iPad, & iPhone support skills
• Windows & Android support skills.
• Provide preventative hardware maintenance, replacement and repair of desktops and laptop computers.
• Must be able to thoroughly explain in simple terms new technology, the ability to explain complex technology changes in simple, easy to understand terms.
• Must have the ability to work in a high-pressure environment including longer hours when necessary.
• Conference & event support - Install, configure, monitor, and support:
  • Video conferencing systems
  • IT/AV environments for conferences, meetings, and events
  • Room scheduling systems and equipment
• Provide presentation support which may include importing and manipulating PowerPoint slides and supporting the capture, editing, and publishing of presentations from events.
• Create clear and concise how-to documentation for supported equipment and resources within the organization.
• Support of local IT infrastructure (Wi-Fi, printers, etc.).
• Continuous review and improvement of technologies & standards.
• Basic project management skills (Events, Conferences, Infrastructure Improvements, etc.).
• Work on IT service desk requests.

Required Experience:

• 1-2 years supervisory experience.
• Strong and confident verbal and written communication skills with C-level executives.
• Output and efficiency driven mindset with a forthcoming attitude.
• Excellent troubleshooting skills & ability to follow a structured methodology to solve problems.
• Excellent teamwork and organizational skills, flexibility, and the ability to handle multiple tasks.
• 3+ years proven knowledge of using Microsoft’s 365 product suite.
• 3+ years of experience providing end-user support for Apple products (Mac OS, iOS, iPadOS)
• 3+ years of experience supporting Windows & Android devices.
• Experience troubleshooting audiovisual issues (conferencing infrastructure, connectivity, etc.).
• Understanding of basic networking concepts.
• Ability to maintain a high degree of professionalism in high pressure situations.
• Must maintain a professional appearance on a regular basis.
• Ability to be on-call and work late hours & weekends occasionally as needed by the business.

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

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.”