PS Technical Consultant I
NCR VOYIX, Germantown, MD, United States
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.
Role: Technical Implementation Specialist I - 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:
$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
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."
Help us run the world's top brands.
At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.
We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.
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.
Role: Technical Implementation Specialist I - 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:
$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
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."
Help us run the world's top brands.
At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/history) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.
We take pride in our strong culture (http://www.ncr.com/about) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.