Technical Support Specialist

About the role

The Technical Support Specialist provides on‑site and remote assistance to Customer Engineers working at financial and retail locations. You will diagnose, analyse and resolve technical issues, ensuring solutions meet contractual timelines.

Key responsibilities

• Support Customer Engineers by identifying, analysing and resolving technical problems.
• Utilise NCR Knowledge Systems and vendor resources to apply known solutions.
• Escalate unresolved issues to higher‑level support centres while retaining ownership until resolution.
• Inform NCR management when resolution times exceed contractual requirements.
• Contribute new information to Knowledge Systems and coordinate part numbers and technical details with Service Coordinators and ATM Management Center.
• Maintain accurate documentation of all support activities.

Required profile

• Prior experience in customer or technical support, preferably in the retail and financial sector.
• Field‑based experience supporting PC and retail/financial systems is a plus.
• Fluency in spoken and written English.
• Tertiary qualification in Engineering or a related technical field (preferred).
• Familiarity with retail equipment models (e.g., 7350, 7348) and ATM models (e.g., 5886, 6634) is desirable.

Required skills

• Working knowledge of Windows 95, 98, 2000, NT, XP, Windows 7 and Windows 10.
• Strong understanding of TCP/IP and other network protocols.
• Proficiency with PC hardware components such as printers, scanners, modems and network cards.
• Knowledge of retail hardware and application software.
• Experience troubleshooting retail and ATM equipment.