Scoring & POS Systems Support Technician

Brunswick Bowling Products is looking to expand its team of technical experts to meet the needs of the ever-expanding Bowling and Family Entertainment centers throughout the world!

The goal of Brunswick’s Technical Support Team is to provide the best combination of customer service and technical skills needed to maintain the complex Point-of-Sale and Scoring systems utilized in our customer’s facilities.

Employing a combination of email/phone support with the latest remote support capabilities the technician will provide assistance with various components such as:
Windows Servers, POS stations and peripherals, wired and wireless tablets, Cloud-based CRM, and various serial and network connected devices.

• Evaluate and prioritize support requests via phone, voicemail, email and via internal requests
• Analyze issue with on-site staff to determine the scope of the issue and customers’ attempts for resolution
• Review available resources (knowledge base, manuals, team members, online resources) to determine the best path(s) for resolution
• Remotely access customer systems as necessary to perform diagnostics
• Assist customers with firmware and software updates as needed
• Assist installation teams remotely with installations due to hardware/software issues
• Staging of replacement servers and clients in-house for remote installation
• Document customer issue, resolution steps, and final resolution in ticket tracking system
• Work with experienced technicians to evaluate issues for escalation that cannot be resolved using standard troubleshooting
• Work with experienced technicians to create documentation for the Brunswick Knowledgebase
• Occasional travel to customer sites for education on new products and their installation/maintenance

• Understanding of Windows Server/Client operations in a non-Domain configuration
• Understanding of medium to large scale networks, consisting of interconnected LAN and WLAN setups and wireless infrastructure
• Ability to perform basic SQL operations: executing queries, creating/restoring backups, and performing database repairs
• Understanding of computer imaging software, such as Acronis Cyber Backup for remote system rebuilds due to hardware failure or software corruption
• Ability to translate complicated processes into step-by-step procedures to walk the customer through remotely

• 2 years of IT or Software technical support services or 2 years demonstrated knowledge of Bowling Products operations or service.
• Associates degree (A.A.) or equivalent in progress from a two-year college or technical school;
  Electronics or Computer Science preferred.