Technical Support Manager (II)

NCR Voyix - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Technical Support Manager (II) at NCR VOYIX is responsible for leading a small team that provides technical support to executive customers. This role involves diagnosing, troubleshooting, and repairing hardware and software systems, with a strong emphasis on customer service and communication skills. The manager will oversee the team's performance, ensure availability during business hours, and support various IT and audiovisual needs for the executive team. The position requires a blend of technical expertise, leadership, and the ability to work under pressure.

Responsibilities

• Lead a small team of Executive Office support members, evaluating their technical and soft skills.
• Provide support to executive customers, answering questions and resolving technical issues.
• Deliver onsite IT and audiovisual support primarily focused on the executive team.
• Administer and support Office 365.
• Support Mac OS, iPad, iPhone, Windows, and Android devices.
• Perform preventative hardware maintenance and repair of desktops and laptops.
• Explain new technology and complex changes in simple terms to users.
• Work in high-pressure environments and manage longer hours when necessary.
• Support conferences and events by installing and configuring video conferencing systems and IT/AV environments.
• Provide presentation support, including PowerPoint manipulation and event documentation.
• Create clear how-to documentation for supported equipment and resources.
• Support local IT infrastructure, including Wi-Fi and printers.
• Continuously review and improve technologies and standards.
• Manage IT service desk requests.

Requirements

• 1-2 years supervisory experience.
• Strong verbal and written communication skills with C-level executives.
• Output and efficiency driven mindset with a forthcoming attitude.
• Excellent troubleshooting skills and structured problem-solving methodology.
• Excellent teamwork and organizational skills, flexibility, and multitasking ability.
• 3+ years of experience with Microsoft's 365 product suite.
• 3+ years of experience providing end-user support for Apple products (Mac OS, iOS, iPadOS).
• 3+ years of experience supporting Windows and Android devices.
• Experience troubleshooting audiovisual issues.
• Understanding of basic networking concepts.
• Ability to maintain professionalism in high-pressure situations.
• Professional appearance and demeanor.
• Availability for on-call duties and occasional late hours or weekends.