Help Desk Technician II

Position works in groups that serve NCR’s small and medium sized customers. Position works in high call volume Helpdesk environment supporting NCR'''s customers in providing problem resolution for NCR products and services Responsible for ensuring the customer'''s entitlement of services; Remotely deliver solutions, work through others to dispatch service personnel, and when appropriate verify resolution of a customer'''s issue that has not been escalated; Work directly with the customer to understand and/or escalate the problem to the next level Following a documented incident management process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of industry-specific point-of-sale software and hardware (depending on account assignment); Generates daily and weekly incident reporting; Reviews incident history to determine recurring faults Provide technical phone support on industry-specific products, systems and numerous software products...