Associates or Bachelors 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 able to obtain Public Trust Clearance to be eligible
Minimum of 2 years Help Desk or related IT experience
Understanding of Windows 10, Windows 11 Microsoft 365
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)
POS deployment
Computer Information Systems, Network+, Security+, Microsoft or Cisco certification
Salary Range:
$65,100.00 - $97,700.00
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
Statement to Third Party Agencies
"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 emai
Benefits
Dental insuranceVision insurance401(k)Paid time offRemote work optionsFlexible schedule
Additional Information
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.
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 way 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 ServiceNow / JIRA ticketing systema. 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
Ncr · Germantown, MD