Remote Resolve Technician - Level 2

NuSource implements cutting edge Branch Transformation, Security and Service solutions for the financial institution vertical supported by a world class service team. Our mission is to consistently deliver value-added consultative solutions and quality service experiences based on our core values of Integrity, Professionalism, and Teamwork. Our Net Promoter Score is consistently in the mid-80’s, which far exceeds anyone in our industry. NuSource is employee-owned and everyone who works for us has the opportunity to become an owner.

Primary Function/Summary

Provide daily technical phone or remote support to NuSource Field Technicians and customer IT support staff to resolve software, network, or hardware problems effecting the performance of the equipment. Continually monitor and work remote resolve calls in queue. Document, train, and communicate to various teams on software upgrades, newly discovered issue resolutions and new equipment features/functionality. Work with new machine staging technician to prepare software stack and specific configuration requirements for new machine builds.

Responsibilities

• Provide technical phone support to field technicians helping to resolve software, network and hardware problems.
• Be logged into remote resolve call queue and work calls regularly to meet remote resolve SLA
• Coordinate technical escalations to manufacturer or Level 3 for resolution and apply fix to customer machines.
• Document and communicate technical learning and insights to field teams.
• Configure software and hardware on a customer specific basis prior to equipment being deployed.
• Develop and deliver technical knowledge documents and technical bulletins to ensure field force is knowledgeable and prepared.
• Manage software upgrades and ensure that they are easily downloadable for field personnel.
• Provide technical support to field technicians for projects, including bring lives, software/hardware upgrades, host network migrations and conversions.
• Periodically, at the company’s discretion, field work may be assigned to Level 2 personnel as part of ongoing education and training. Field work is performed onsite at customer locations, interstate travel and overnight lodging may be required.
  
  
  

­­­ Education, Training, and Experience

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Hands-on experience with Windows/Mac OS environments
• Hands-on experience in Microsoft, Linux, Cisco or similar technologies
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or equivalent experience and certifications
• Willing to take initiative and make positive change, team player, and able to follow the NuSource values of Professionalism, Integrity, and Teamwork.
• 3-5 years of field experience with ATMs (Automated Teller Machines), ITM’s (Interactive Teller Machines) OR Financial Institution physical security systems and products including: Alarm systems, DVR CCTV camera systems, drive up systems, Vaults, Safes, Drive up doors, Night drops, and access control systems.
  
  
  

­­­ Working conditions and physical demands

Ability to communicate effectively with all different levels within an organization

Ability to work independently OR collaboratively

Ability to work in office and warehouse environments with varying noise levels

Proficient typing skills

Travel

Benefits available include:

• Employee Stock Ownership Plan – we are employee owned!
• 401k Plan with company match
• Paid Time Off (PTO) and paid company holidays
• Medical, dental and vision
• Life and disability
• Supplemental insurance (accident, hospital and illness)
• Annual clothing allowance
  
  
  

The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience.

NuSource Financial participates in the federal government's E-Verify program. With all new hires, we provide the Social Security Administration and, when applicable, the US Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.