NCR Level 3 Support

SUMMARY
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.

RESPONSIBILITIES
An NCR Level 3 Support at TRUNO will:

• Participate as an active engaged member of the NCR L3 team.
• Work at escalation point for L1 and L2 support teams.
• Coordinate and design solutions for customer issues.
• Work with internal teams to streamline and improve support processes
• Coordinate, design, and implement software upgrades for customers.
• Consult with customers to provide solutions and offer expertise and advice
• Contribute to strategic direction for teams
• Independently resolve highly complex technical issues within a given technical area
• Work with development, sales, and other teams to draft and manage statements of works for customers
• Communicate with customers and internal teams on ongoing projects, solutions, or issues
• Assume ownership of escalations from lower support levels and sees them through to resolution, providing documentation of fixes for potential reoccurrences
• Proactively search for issues and provides solutions to prevent problems from occurring in area of responsibility
• Understand and help to access risk to systems and solutions.
• Provide mentoring and guidance to other technicians or developers
• Assign work to others. Technical leadership of assigned project
• Provide time / resource estimates for assigned projects
• Work with internal and external project managers
• Lead internal and external meetings and solution demos
• Document solutions, upgrades, enhancements.
• Manage own time and productivity
• Handle sensitive data such as electronic payment or health information
• Provide remote and onsite support for installations, upgrades, special projects, and other areas as needed.

QUALIFICATIONS
An NCR Level 3 Support at TRUNO should have:
EDUCATION

• Associates Degree or equivalent experience in Management Information Systems
  (preferred, but not required)

EXPERIENCE

• Minimum of 3 years related experience in POS support environment (preferred, but not required)
• IT project management experience using various Microsoft tools (preferred, but not required)
• Knowledge and experience in managing information technology services (required)

SKILLS & KNOWLEDGE

• 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 CSuite level
• Experience with Point of Sale and Back Office applications desired
• Experience in scripting and understanding of programming languages
• Strong experience with implementation, problem analysis and solution's 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
• Demonstrate technical leadership skills
• Ability to translate business needs into technical requirements and solutions
• Proficiency in software such as Microsoft Excel and Microsoft Office Suite, to include Word and PowerPoint