Scoring POS Systems Support Tech

Brunswick Bowling Products; Muskegon (MI); On-site; USD 40,000 - 55,000; Full time

Job summary

Brunswick Bowling Products in Muskegon, MI is seeking a Technical Support Technician to join their growing Technical Support Team. This role is vital for delivering high-impact customer support and maintaining sophisticated Point-of-Sale and Scoring systems. Ideal candidates will thrive in collaborative, fast-paced environments and must possess strong technical knowledge in various systems.

The successful candidate will engage in evaluating, prioritizing, and resolving support requests, and provide training to customers on installations. They will also work closely with installation teams to ensure seamless transitions.

Qualifications

• Minimum two years of IT or software technical support experience.
• Associate's degree or equivalent coursework preferred in a relevant field.

Responsibilities

• Evaluate, triage, and prioritize support requests via multiple channels.
• Collaborate with on-site staff to analyze issues and define troubleshooting steps.
• Document customer issues, troubleshooting steps, and final resolutions.

Skills

Windows Server and Windows Client operating systems

Wired and wireless networking concepts

Windows DHCP Server management

Basic SQL proficiency

System imaging and backup solutions

Clear communication for troubleshooting

Education

Associate's degree in Electronics or Computer Science

Job description

Job Details

Job Location: Muskegon, MI 49441
Position Type: Full Time

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 an 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.

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.