Technical Support Spec

"Position Description and major responsibilities:
As a Technical Support Specialist you will provide support to Customer Engineers who generally will be onsite at a customer location and requiring technical assistance. The support will include problem identification, analysis, diagnosis and resolution. The TSS will utilise Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems. The TSS is responsible for ensuring that solutions provided are successful. If no known solution can be identified, the TSS is responsible for the escalation to other support centres where deeper level skilled personnel are available. The TSS retains ownership of all escalated problems/issues through to resolution. The TSS is also responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual requirements require. You will provide input to the Knowledge Systems as and when required. You will co-ordinate with other Service Coordinator and ATM Management Center in providing part numbers and other technical details pertaining to a specific Customer. Capabilities: Prior work experience in a customer support or technical support role is required, with experience supporting customers in the Retail Financial sector being highly desirable. Experience as a field based customer engineer supporting PC and retail financial systems would also be favourably considered. Fluency in English, both oral and written is a must Tertiary qualification in Engineering or related field, from University or College is desirable. Technical Skills: Working knowledge of Windows 95, 98, 2000, NT and/or XP Win 7, Win 10. A high level understanding of communication and networking technology (TCP/IP and other network protocols). A high level knowledge of PC hardware equipment and utilisation (printers, scanners, modems, network cards). Knowledge of retails systems (hardware and application software) and experience troubleshooting problems in that environment is highly desirable. Personnel Skills: Listening and communication skills. Analytical skills. Problem solving skills. Strong team player. Self-starter. Education and Experience Requirements 4 year technical degree or 3 year technical diploma preferred or equivalent experience PC literacy Keyboard proficiency Understanding of Windows-based applications/tools Good English communication skills telephony etiquettes"