Hardware Product Support Specialist (Diebold Hardware Experience Mandatory)

About NRTAt NRT we build more than solutions: we build up each is a worldwide leader in future-ready FinTech and Information Technology designed to elevate and enhance the enterprise gaming next-generation solutions encompass every aspect of the modern integrated resort including secure payment systems AML compliance and reporting toolscredit information and electronic marker services to intelligent and engaging table game platforms dynamic financial and marketing kiosksand 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 reliableand secure omni-channel payment ecosystem in the industry. Our collective solutions are used by casinos race and sports operators lotteries banksand retailers-- globally-- to dazzle their dedicated to building a better future for all including environmental initiatives designed to reduce our carbon of our actionable initiatives include utilizing green energy digitizing our internal processes and implementing our unique cashless believes in the value ofconnection and believe that our diversity in skills and background make us a unique and formidable we believe in encouraging the growth of individual development and recognize that our success depends on developing each know that to be the innovative FinTech leader that we are its all hands on knows that to stand firm we need to stand innovative products and success allow us to reward you with competitive salaries paid time off individual growth plans community sharing collaboration Health Benefits (including medical vision dental EAP etc) and more. NRT has metrics designed to get you to where you want to be in your career and we are your biggest advocate for professional development. We provide training product knowledge demos tiered-lever skill building development workshops teambuilding exercises webinars collaboration and NRT is more than a job: its an opportunity to grow and learn more about who we are and what we do visit our website to the Manager Customer Support Center the Technical Support Representatives primary mandate is to resolve client issues effectively and in a timely manner leveraging hands-on experience with Hardware Product Specialist. The companys solutions are mission-critical to the operations of a highly demanding CompetenciesInitiativeAchievement/Results OrientedTeamworkFlexibility/AdaptabilityDetail OrientedProblem SolvingBuilding relationshipsHardware DevelopmentAs the front-line service point the Hardware Product Specialist is expected to:Define and prioritize product requirements based on customer feedback market research and industry product development lifecycle including design prototyping testing and manufacturing of new hardware and prioritize product feature backlog and development for the with cross-functional teams such as development marketing and sales to ensure successful product and maintain product roadmaps release plans and project backlog management iteration planning and elaboration of the user and analyze the market the users and the roadmap for the with stakeholders and manage customer occasion the candidate will be asked to travel within the U.S. Canada and potentially other regions to conduct one-on-one or small group training will be expected to receive training on other legacy hardware products to expand their overall support other tasks assigned as needed for support purposes such as input details for support related role will include training CSC other Hardware Specialist and other team members as needed to support travel lodging and related amenities will be covered by & QualificationsPost-secondary education in Information Technology or a related field / experienceProven experience supporting Diebold hardware in a technical support or call center environmentHands-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 systemsIT or networking certifications and/or training (e.g. MCP MCSE) preferredA Certification will be highly considered but not a pre-requisiteFamiliarity with ticketing systems reporting analytics and business of Service Level Agreements (SLAs) and commitment to meeting client expectationsFamiliarity with ATM security standards is an assetAbility to work independently and collaboratively in a fast-paced environmentExperience/willingness to work on a shift rotationTravel will be required but will vary depending business needsThis 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 is an equal opportunity employer and does not use AI within its hiring process in most a case where AI is utilized to assess a candidate during the process an advanced notice will be provided. It is NRTs 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 would like to thank all applicants for applying but only those applicants best suited for the position will be contacted.