NCR POS Analyst

Michigan, Grand Rapids-Muskegon-

Post Date: 07/19/2018 Job ID: 11872 Industry: IT Pay Rate: $55.00 - $57.00

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)
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