PS Technical Consultant I

NCR • Full-time • Germantown, Maryland, United States • $59.90k - $89.90k / year • 1d ago

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

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 Cisco CTI / 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 shift
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 10, 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:

$59,900.00 - $89,900.00

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

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.”

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