- Project Management
- Microsoft Word
- IT Project Management
This position is a top tier support and professional services opportunity. It will entail leading and teaching L1 and L2 support personnel, working with customers on supporting existing software, hardware, management of projects, upgrades. It also will involve creative thinking to help solve issues and provide solutions to opportunities for customers, both internal and external. This will be a customer facing solution requiring some travel and creative work schedules. Ability to work from an office or home are available.
Participates as an active engaged member of the NCR L3 team.
Works at escalation point for L1 and L2 support teams.
Coordinates and designs solutions for customer issues
Works with internal teams to streamline and improve support processes
Coordinates, designs, and implements software upgrades for customers.
Consults with customers to provide solutions and offer expertise and advice
Contributes to strategic direction for teams
Independently resolves highly complex technical issues within a given technical area
Works with development, sales, and other teams to draft and manage statements of works for customers
Communicates with customers and internal teams on ongoing projects, solutions, or issues
Assumes ownership of escalations from lower support levels and sees them through to resolution, providing documentation of fixes for potential reoccurrences
Proactively searches for issues and provides solutions to prevent problems from occurring in area of responsibility
Understands and help to access risk to systems and solutions.
Provides mentoring and guidance to other technicians or developers
Assigns work to others. Technical leadership of assigned project
Provide time / resource estimates for assigned projects
Works with internal and external project managers
Leads internal and external meetings and solution demos
Documents solutions, upgrades, enhancements.
Manages own time and productivity
Handling of sensitive data such as electronic payments information or health information
Provides remote and onsite support for installations, upgrades, special projects, and other areas as needed.
Knowledge and Skills Required:
Excellent verbal and written communication skills
Strong experience with infrastructure environments (e.g. operating system, hardware, security, network, SQL databases)
Experience with Windows operating systems
Neat and professional appearance in both personal hygiene and dress required
Ability to converse and interact with business leaders from the beginner IT levels to C-Suite level
Experience with business Point of Sale and Back Office applications desired
Experience in scripting and understanding of programming languages
Strong experience with implementation, problem analysis and solutioning of infrastructure and business application environments
Strong problem solving, priority setting, and collaboration skills
Good organizational and logical troubleshooting skills
Possess creative ability, consulting skills, leadership qualities, credibility and self confidence
Ability to work effectively in a geographically dispersed team
Demonstrated technical leadership skills
Ability to translate business needs into technical requirements and solutions
Proficiency in software such as Microsoft Excel and proficiency with the Microsoft Office suite, to include Word and PowerPoint
Education and Experience Required:
Associates degree or equivalent experience in Management Information Systems / Computer Science and/or a minimum of 3 years of related experience in POS support environment
IT project management experience using various Microsoft tools
Knowledge and experience in managing information technology services