Technical Implementation Specialist (I)

POSITION SUMMARY

In this exciting position, you work with top‑notch technologies in the Retail software industry and have the chance to support leading retailers and grocers. You will provide the highest level of technical support for NCR R10 software and hardware products, handling lower‑volume, time‑consuming technical issues that require broad technical knowledge and specialization in one or more technologies such as network, database, application/web server, and hardware. Learning and supporting an enterprise‑level, mission‑critical, full‑featured suite of products is essential.

KEY AREAS OF RESPONSIBILITY

• Manage caseload (full escalations and requests for assistance)
• Diagnose and solve technical issues at second level and, when needed, escalated to internal development teams or external vendors
• Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization, including availability to perform on‑call (after‑hours) shifts
• Detect, investigate, recreate, and raise defects. Track defects through internal systems and turn around fixes for production issues, set up an environment to reproduce issues, test potential workarounds, and develop ad‑hoc solutions (e.g., scripts) to address issues as workarounds
• Mentor L1 Support Technicians
• Write and review technical documents (knowledge, support plans, technical advisory bulletins) for internal and public use, and leverage opportunities for continuing education
• Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction

BASIC QUALIFICATIONS

• A minimum of 3‑5 years in a senior technical support role is required, providing support to the retail industry (highly desirable)
• Strong technical background in writing SQL queries (mandatory) and development (.NET, scripting, web services, XML/HTML)
• Solid skills in producing a clear, accurate, and concise problem statement, gathering/analyzing data, and recording high‑quality and sufficiently detailed case notes
• Solid troubleshooting skills and proficiency in using related tools and technologies
• Exceptional customer service skills (soft skills) and the ability to be persuasive/assertive while maintaining a professional demeanor

PREFERRED QUALIFICATIONS & SKILLS

• Bachelor's degree in a related discipline preferred
• Experience working in a managed services or outsourced environment
• Previous experience working with retail software systems (Point Of Sale/POS) and exposure to middleware (Enterprise System Bus/ESB) and System Center Operations Manager (SCOM)
• Previous experience working with Microsoft technologies: Microsoft SQL, Microsoft Servers, Microsoft .NET Framework, IIS7, SCCM, and virtual servers. Scripting: batch, VB, PowerShell
• ITIL certification or significant background working in an ITIL environment

The successful applicant will bring energy and enthusiasm to a team environment and work collaboratively to investigate and resolve issues arising in production systems. They will have impeccable communication skills, strong technical abilities, and experience in performing application support with a highly analytical mindset. Must be available to perform on‑call (after‑hours) duties.