Hardware Product Support Specialist (Diebold Hardware Experience Mandatory)

  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’re dedicated to building a better future for all, including environmental initiatives designed to reduce our carbon footprint. Some of our actionable initiatives include utilizing green energy, digitizing our internal processes, and implementing our unique cashless solutions.   NRT believes in the value of connection and community. We believe that our diversity in skills and background make us a unique and formidable culture. Additionally, we believe in encouraging the growth of individual development, and recognize that our success depends on developing each other. We know that to be the innovative FinTech leader that we are, it’s all hands on deck. NRT knows that to stand firm, we need to stand together.    Our 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 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 www.nrttech.com. 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 Hardware Product Specialist. The company’s solutions are mission-critical to the operations of a highly demanding clientele. Core Competencies Initiative Achievement/Results Oriented Teamwork Flexibility/Adaptability Detail Oriented Problem Solving Building relationships Hardware Development As 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 trends. Manage product development lifecycle, including design, prototyping, testing and manufacturing of new hardware products. Plan and prioritize product feature backlog and development for the product. Collaborate with cross-functional teams such as development, marketing, and sales to ensure successful product launches. Create and maintain product roadmaps, release plans, and project schedules. Provide backlog management, iteration planning, and elaboration of the user stories. Research and analyze the market, the users, and the roadmap for the product. Communicate with stakeholders and manage customer expectations. On 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 sessions. Candidate will be expected to receive training on other legacy hardware products to expand their overall support capabilities. All other tasks assigned as needed for support purposes, such as input details for support related document. The role will include training CSC, other Hardware Specialist and other team members as needed to support operations. All travel, lodging, and related amenities will be covered by NRT. 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, reporting, analytics, and business intelligence. 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 Travel will be required but will vary depending business needs 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.