Technical Support Representative

Technical Support Representative (Diebold Hardware)

About NRT 
At NRT, we build more than solutions: we build up each other.
 
NRT is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming industry. Our next-generation solutions encompass every aspect of the modern integrated resort, including secure payment systems, AML compliance and reporting tools, credit information and electronic marker services to intelligent and engaging table game platforms, dynamic financial and marketing kiosks, and our completely customizable digital gamification and mobile experiences. NRT has acquired JOINGO, a revolutionary resort app engagement platform dedicated to unifying guest experiences, offering a seamless experience from booking to checkout through App Builder, which has more than 100 third-party integrations which are unmatched in the industry.
 
Our strategic partnerships have resulted in the most convenient, reliable, and secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos, race and sports operators, lotteries, banks, and retailers-- globally-- to dazzle their guests.
 
We believe in the value of connection and community. Our diversity in skills and background make us a unique and formidable culture. We encourage the growth of individual development and recognize that our success depends on developing each other. To stand firm is to stand together.
 
Our combined innovation and success are rewarded through competitive salaries, paid time off, individual growth plans, community sharing, collaboration, Health Benefits (including medical, vision, dental, EAP, etc) and more.  We provide training, product knowledge demos, tiered-lever skill building, development workshops, teambuilding exercises, webinars, and more. Joining NRT is more than a job-- it's an opportunity to grow and discover.
 
To learn more about who we are and what we do, visit our website at

Reporting to the Manager, Customer Support Center, the Technical Support Representative's primary mandate is to resolve client issues effectively and in a timely manner, leveraging hands-on experience with Diebold hardware. The company's solutions are mission-critical to the operations of a highly demanding clientele. 

Core Competencies

•    Communication

•    Collaboration

•    Customer Focus

•    Interpersonal Skills (Verbal and Non Verbal)

•    Problem Solving

•    Technical troubleshooting skills  

As the front-line service point, the Technical Support Representative is expected to:

•    Ascertain problem description related to Diebold hardware and associated software

•    Analyze and resolve problems quickly, minimizing the need for escalation

•    Provide advice to clients or partners on technical questions

•    Escalate or reassign problem tickets to internal or external experts

•    Recommend service improvements

•    Other duties assigned by Manager, Customer Support Center or their designate(s)

Requirements & Qualifications

•    Post-secondary education in Information Technology or a related field / experience

•    Proven experience supporting Diebold hardware in a technical support or call center environment

•    Hands-on knowledge of Diebold DN Series 100 hardware and other DN series components, with the ability to troubleshoot and resolve issues (e.g., card readers, cash dispensers, printers, sensors)

•    Experience supporting Windows-based PC/server environments, including the hardware and software integrated with Diebold systems

•    IT or networking certifications and/or training (e.g., MCP, MCSE) preferred

•    A + Certification will be highly considered but not a pre-requisite 

•    Familiarity with ticketing systems

•    Understanding of Service Level Agreements (SLAs) and commitment to meeting client expectations

•    Familiarity with ATM security standards is an asset

•    Ability to work independently and collaboratively in a fast-paced environment

•    Experience/willingness to work on a shift rotation 

NRT would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted.

NRT is an equal opportunity employer.  It is NRT's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job.  NRT does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law.
 
NRT welcomes and encourages applications from all. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you are selected for this position, please notify the HR team member for reasonable accommodation.

This is an existing vacancy. The base salary range for this role listed is based on market indicators to determine compensation, and an offer will consider various factors including experience, qualifications, skills, and training. Our comprehensive and competitive benefits package includes medical, dental and vision insurance for employees and their family, paid time off, and a variety of other perks.

NRT is an equal opportunity employer and does not use AI within its hiring process in most cases. In a case where AI is utilized to assess a candidate during the process, an advanced notice will be provided. It is NRT's policy to recruit and select applicants for employment solely on the basis of their qualifications, with emphasis on selecting the best-qualified person for the job.  NRT does not discriminate against applicants based on race, color, religion, sex, sexual orientation, national origin, or disability or any other status or condition protected by applicable law. NRT welcomes and encourages applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.

NRT would like to thank all applicants for applying, but only those applicants best suited for the position will be contacted.