NCR POS Analyst
Michigan, Grand Rapids-Muskegon-
NCR Point of Sale Support Analyst - Position Summary & Key Areas of Responsibility
Primarily responsible for the diagnosis, troubleshooting and resolution of POS end-user and customer help desk reported issues. Including NCR POS software applications, MS SQL, and Windows. Troubleshooting and diagnosis of POS and Windows server hardware experience is also required.
At least 3 to 4 years of hands on experience in NCR ACS & SCO platform. Will consider candidates who have strong POS experience and are familiar with NCR
Deliver efficient and premium quality support to NCR POS
Document incidents and requests according to support team procedures in OneNote
Perform first, second, and third-level support for customer reported problems relating to operating systems, hardware, applications, network, and telecommunications.
Create and input knowledge base items in the current OneNote
Monitor customer reported problems to identify potential areas requiring further intervention, and communicate to appropriate personnel.
Perform technical testing and reproduction of customer reported issues on lab systems when needed.
Review and update technical support documentation to ensure information is complete and accurate.
Collaborate with third-party vendors to resolve software/hardware issues reported by customers.
Participate in applicable phases of projects involving installation, configuration, testing, and deployment of new releases of POS software and related applications.
Understand completely all customer service level agreements.
Must be able to work a flexible schedule with monthly on call rotations
Problem-solving skills necessary to resolve customer reported issues
Thorough knowledge of: Computer hardware, telecommunications and peripheral equipment The Windows operating system environment, routine commands and administration activities Current IT technologies and supporting best practices for assigned area(s) Troubleshooting techniques for service disruptions
Working knowledge of: Network configuration concepts and protocols for local area network (LAN) and wide area network (WAN)