Level 2 Remote Support Technician - ATM
Burroughs, Inc.
Elmhurst Illinois
United States
Other
(No Timezone Provided)
DescriptionJob Summary:As a member of the Burroughs Level 2 Technical Support team, the Remote Support Technician provides technical support to Field Service Technicians seeking assistance with servicing customer equipment from Burroughs primary support labs in Elmhurst, IL and Portland, OR through the utilization augmented reality tools to assist in the process of troubleshooting and resolution of issues with Burroughs serviced products. Goal to improve technician speed to competency on new equipment, support a "smart-hands" field resource and drive first time resolution to complex equipment issues.Essential Functions/Key Responsibilities:Answer inbound calls from Field Service Technicians requesting assistance on repair issues.Using augmented reality technology, assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes.Provide step-by-step instructions to Field Service Technicians who serve as onsite "smart hands" to accomplish repairs, upgrades, etc.Utilize Burroughs Remote Managed Services platform to analyze fault information and perform triage to drive first time resolution.Assist Technicians with identifying part numbers, part availability and part ordering.Document call information in appropriate databases.Relay essential information to co-workers and other departments as warranted.Escalate unresolved issues to higher level Technical Support Teams.Physical Requirements and Working Conditions:Duties require the use of typical office equipment such as a computer and desktop phone.Duties require the use of lab equipment such as ATMs and Smart Safes.Duties require the use of augmented reality equipment.Some travel for training purposes may be required.Overtime may be requiredKnowledge, Skills and Abilities:Behavioral RequirementsPatienceCommunications (verbal and written)PunctualityAbility to work independentlyWork well with otherTechnical RequirementsKnowledge of Windows operating systemKnowledge of Microsoft Office products (Excel, Outlook, PowerPoint and Word)Experience with analysis and problem solvingKnowledge of PC components and repairSkilled and experienced in the repair and maintenance of electrical and mechanical hardwareProficient on the use of a Digital MultimeterEducation and Experience:High school diploma, GED or equivalent education.ITT or other technical school training or equivalent experience.Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Level 2 Remote Support Technician - ATM
Burroughs, Inc.
Elmhurst Illinois
United States
Other
(No Timezone Provided)
DescriptionJob Summary:As a member of the Burroughs Level 2 Technical Support team, the Remote Support Technician provides technical support to Field Service Technicians seeking assistance with servicing customer equipment from Burroughs primary support labs in Elmhurst, IL and Portland, OR through the utilization augmented reality tools to assist in the process of troubleshooting and resolution of issues with Burroughs serviced products. Goal to improve technician speed to competency on new equipment, support a "smart-hands" field resource and drive first time resolution to complex equipment issues.Essential Functions/Key Responsibilities:Answer inbound calls from Field Service Technicians requesting assistance on repair issues.Using augmented reality technology, assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes.Provide step-by-step instructions to Field Service Technicians who serve as onsite "smart hands" to accomplish repairs, upgrades, etc.Utilize Burroughs Remote Managed Services platform to analyze fault information and perform triage to drive first time resolution.Assist Technicians with identifying part numbers, part availability and part ordering.Document call information in appropriate databases.Relay essential information to co-workers and other departments as warranted.Escalate unresolved issues to higher level Technical Support Teams.Physical Requirements and Working Conditions:Duties require the use of typical office equipment such as a computer and desktop phone.Duties require the use of lab equipment such as ATMs and Smart Safes.Duties require the use of augmented reality equipment.Some travel for training purposes may be required.Overtime may be requiredKnowledge, Skills and Abilities:Behavioral RequirementsPatienceCommunications (verbal and written)PunctualityAbility to work independentlyWork well with otherTechnical RequirementsKnowledge of Windows operating systemKnowledge of Microsoft Office products (Excel, Outlook, PowerPoint and Word)Experience with analysis and problem solvingKnowledge of PC components and repairSkilled and experienced in the repair and maintenance of electrical and mechanical hardwareProficient on the use of a Digital MultimeterEducation and Experience:High school diploma, GED or equivalent education.ITT or other technical school training or equivalent experience.Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.