Scoring POS Systems Support Tech

Job Details

Job Location:

Muskegon, MI 49441
Position Type:
Full Time

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.

• 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.

• 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.

• 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.