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Do all things technology fire you up? Can you swap a motherboard or hook up a home theater system blindfolded? Does the thought of installing an LCD in an SUV ...
Title: Help Desk Agent Location: GeorgiaColumbus Description NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts ...
For your reference, we have included the original job posting below.
Help Desk Agent
Job Number:
24013980
Company Name:
NCR
Job Location:
Columbus, GA US
Job Category:
Information Technology
Help Desk Agent
Title: Help Desk Agent Location: Georgia-Columbus Title: Help Desk Agent Location: Columbus, GA Grade: 4 NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR's assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, healthcare, hospitality, entertainment, gaming and public sector organizations in more than 100 countries. NCR ( ) is headquartered in Duluth, Georgia. Position Summary: Responsible for providing technical support for resolution or escalation of desktop/workgroup related problems or requests initiated by internal customers. Provide the initial point of contact for technical problems and perform troubleshooting tasks, problem diagnosis, resolution, or escalation. Requires a general knowledge of hardware and software components, local to the desktop and as they relate to the network. Help Desk support also includes the setup, installation, and configuration of desktop hardware and software. Works on problems of limited scope and complexity. Receives substantial guidance from manager. Additional Information: Agents work in a high volume call center environment serving as the primary interface to internal/external customers. *Accepts and Routes Calls. *Gathers problem information and records data in desktop tool * Monitors incident status & escalates cases that are not resolved in a specific timeframe. Basic Qualifications: High School Diploma or GED or equivalent Technical training 1 years of experience in a related role NCR Corporation (NYSE: NCR ) is a global technology company and leader in automated teller machines, self-checkouts and other self- and assisted-service solutions, serving customers in more than 100 countries. NCR 's software, hardware, consulting and support services help organizations in retail, financial, travel, healthcare and other industries interact with consumers across multiple channels. NCR's Shared Services is a leading global IT support service provider. NCR is a service partner with leading technology companies -- Cisco, Nortel, Sun, Dell, HP and others...
Position Description The Customer Engineer 2 (CE2) provides installation, maintenance and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction. The CE has ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and or in compliance with agreed upon Service Level Agreements. The CE performs Tier II/III work on products and services of medium complexity. Tier II/III products include large servers and mainframe computers and peripherals, large system printers and plotters, enterprise level servers, networks and software, item processing reader/sorters and networking issues on imaging systems, medium/high complexity networking/communications equipment, network and systems management/protocols (Ethernet, Token-Ring, StarLAN, NetBIOS, X.25). Primary services include installation, software support, network management, hardware maintenance and multi-vendor maintenance. Tier II/III workload should be greater than 40% of overall workload.
Key Areas of Responsibility Customer Relations/Customer Satisfaction * Manage customer incidents as assigned * Build working relationships with customers and develop informal communication channels with customer account at the local level (ie Bank Branch, Store or Office). * Responsible for ownership of all customer issues/needs that are voiced or observed and acts appropriately. * May provide support to Associate Customer Engineer and/or Service Representative/Service Technician Tech when necessary. * Understand and perform the various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate, and/or according to established procedures. * Communicate to all levels - Service/Installation Coordinator/Customer/Control Tower, throughout the entire service activity. * Represent NCR in a manner that reflects positively on the image and reputation of the company Installation Services: * Verify that the site environment meets the requirements prior to installation or rollout. * Install customer systems according to the installation plan, certify that the installation or setup of the product meets the customer's requirements, NCR Installation specifications, as well as providing all product related documentation in a timely matter and perform a post installation review and report findings to the appropriate CS contact. Hardware Maintenance Service/Multi-Vendor Maintenance: * Analyze and correct all technical problems on equipment within assigned customer accounts. * Perform periodic preventive maintenance routines on products and installs modifications to equipment. * Perform overhauls and maintenance repair as a matter of routine. Software Support: * Respond to a customer call, which will include problem identification, escalation and resolution of operating system software problems. * Responsible to keep customer informed during the problem resolution process. * Perform service verification and customer satisfaction surveys relating to the situation. Network Management: * Responsible for network fault management, assists in the performance management on traffic, configuration management, security management, software management, accounting management and remote system management. Asset Management: * Responsible for all NCR assets that will be used in the delivery of customer services (i.e. tools, software, vehicles, documentation, and intellectual property). * Maintain an appropriate parts inventory as well as parts record keeping. * Control expenses * Responsible for the prompt completion and accuracy of all administrative functions.
Secondary Areas of Responsibility: Multi-Vendor Management * This will include assisting in producing, installing modifications and/or upgrades, updating the customer on activities and updating any needed databases. Revenue Generation * Sell supplies, low-end equipment, OEM products as well as NCR maintenance contracts for basic and/or extended service. * Insures accurate charging for all billable services. Scope * T&M Revenue- meet or exceed plan based on territory or country/region goal. * Closed Calls/CE/Day - based on territory or country/region goal * Utilization Rate - based on territory or country/region goal * Open Calls/CE/Day - based on territory or country/region goal * Local Parts Fill Rate/Day - based on territory or country/region goal * Customer Satisfaction - based on territory or country/region goal * Call backs - based on territory or country/region goal * SRL/SLA Percentage of SLA Met based on territory or country/region goal. * FVR - based on territory or country/region goal Work Environment * To service accounts within a given area and may be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports. * Conducts work at customer site(s), local NCR offices, or in a virtual environment. . Physical Environment * May require prolonged travel, carrying and lifting a tool kit/parts of varying weights (1- 50 lbs.). * May require bending/squatting, walking/standing /sitting for prolonged periods. * Exposure to enclosed spaces, dust, drafts, and damp areas. * Assuming cramped/unusual positions, reaching, pushing, pulling, twisting, climbing, bending, stooping, and squatting. * Function under stress and engage in interpersonal relations (heavy workload, potentially dissatisfied customers).
**NCR offers includes a competitive base salary, RRSP plan, strong work/family programs, and medical, dental and disability coverage. No out of pocket expenses: car, gas, equipment, etc
**No relocation assistance is available for this position
Statement to Third Party Agencies To ALL recruitment agencies: NCR accepts resumes only from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or send to any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
EEO Statement NCR is an equal opportunity employer. It is NCR's policy to hire, train, promote and pay associates based on their job-related qualifications, ability and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, physical or mental disability, sexual orientation or veteran ic Qualifications: High School Diploma or GED or equivalent Technical training 1 years of experience in a related role
