Job Summary:
Brunswick Bowling Products is growing its Technical Support Team to keep pace with the rapidly expanding Bowling and Family Entertainment industry worldwide.
Our Technical Support Team plays a critical role in delivering high-impact customer support by maintaining and troubleshooting sophisticated Point-of-Sale and Scoring systems that power our customers’ operations. This team combines deep technical expertise with top-tier customer service.
Technicians leverage phone and email support alongside modern remote support tools to diagnose and resolve issues across a diverse technology stack, including Windows Server environments, POS workstations and peripherals, wired and wireless tablets, cloud-based CRM platforms, and a variety of serial- and network-connected devices.
We are looking for individuals who contribute positively to team culture and thrive in a collaborative environment. The ideal candidate brings a constructive mindset, communicates respectfully and effectively, and stays focused on shared goals while fostering a professional, supportive workplace.
This is a in-office position - not a remote role. Team members work on-site in a fast-paced, collaborative support environment, partnering closely with fellow technicians to solve customers’ technical challenges and deliver reliable solutions for customers around the globe.
Duties and Responsibilities
On premises duties
- Evaluate, triage, and prioritize support requests received via phone, voicemail, email, and internal request channels.
- Collaborate with on-site staff to analyze reported issues, define scope, and understand troubleshooting steps already performed.
- Leverage available resources, including knowledge base articles, technical manuals, team expertise, and approved online references - to determine effective resolution paths.
- Remotely access customer systems as needed to perform diagnostics, troubleshooting, and corrective actions.
- Provide guidance and support for basic system operation and usage questions.
- Assist customers with firmware and software updates, ensuring proper implementation and system stability.
- Provide remote support to installation teams during deployments, troubleshooting hardware, software, and network related issues.
- Stage and prepare replacement servers and client systems in-house for remote installation and deployment.
- Accurately document customer issues, troubleshooting steps, and final resolutions within the ticketing system
- Partner with Team Leads and experienced technicians to evaluate issues requiring escalation beyond standard troubleshooting procedures.
- Develop and maintain technical documentation for the Brunswick Knowledge Base.
Off-premises duties
- Occasional travel to customer sites for education on new products and their installation/maintenance.
Qualifications
Preferred Knowledge & Skills:
- Hands-on experience with Windows Server and Windows Client operating systems in non-domain environments.
- Solid understanding of wired and wireless networking concepts (LAN/WLAN), including troubleshooting through switch management interfaces.
- Working knowledge of configuring, managing, and troubleshooting Windows DHCP Server.
- Basic SQL proficiency, including executing queries, creating and restoring backups, and performing database repair tasks.
- Experience with system imaging and backup solutions, such as Acronis Cyber Backup, to support remote system recovery from hardware failures or software corruption.
- Strong ability to translate complex technical concepts into clear, step-by-step guidance for customers during remote troubleshooting sessions
Minimum Position Qualifications:
Experience: Minimum of two years of IT or software technical support experience, or two years of demonstrated knowledge in Bowling Products operations or service.
Education: Associate’s degree (A.A.) or equivalent coursework in progress from a two-year college or technical school; Electronics or Computer Science preferred.