Helpdesk Specialist

Title: Helpdesk Specialist (Level 3)

Department: Customer Success

Location: Bucharest, Romania (hybrid working available)

Reporting to: Helpdesk Team Leader

Purpose of the position

Our customer journey extends beyond the purchase of our products and services; it is complemented by the support we provide to ensure our customers can consistently and reliably deliver services to their own customers.

As a Helpdesk Specialist (Level 3), you will provide remote diagnostic technical support and resolution to Helpdesk Specialists (Level 2), enabling our customers’ forecourt sites to remain operational across Vontier’s customer base in EMEA in the most effective and cost-efficient manner, while minimizing the effort required to resolve issues.

This role includes support for Point of Sale (POS) products, Head Office and Back Office systems, payment terminals, payment systems, forecourt controllers, and IT- and cloud-based applications. The primary focus of the role is to resolve issues in a timely manner without the need to dispatch a Field Service Engineer, while meeting contractual SLA (Service Level Agreement) requirements and ensuring full customer satisfaction.

Where new issues are identified, you will be responsible for analysis, log collection, and appropriate escalation to the next level of support, as well as full follow-up and ownership until the issue is resolved on site and the customer has confirmed resolution.

This is a highly customer-focused support role, requiring regular communication with both external customers and internal colleagues to drive resolution.

Key Responsibilities

· Proactively access Vontier’s helpdesk portals to review logged cases and triage them appropriately, establishing priorities in line with the relevant contract and SLA.

· Verify whether the customer-reported issue is still present and attempt to resolve it remotely. If a remote fix is not possible, escalate or share the necessary information to support an on-site field analysis, depending on the contract type.

· Gather and record all information clearly and accurately, including the initial issue description, resolution provided, and any knowledge base references used.

· Update the relevant call management portal or intranet as appropriate once remote fixes have been completed.

· Provide excellent customer support, managing expectations sensitively and communicating clearly throughout so customers are reassured and informed of next steps and timescales.

· Support on-site customer representatives through disaster recovery procedures and system update processes.

· Carry out trend analysis on recurring alarms and repeated issues, identify root causes, and work with other internal teams to help resolve them.

· Recommend to the Team Leader any required standard work documentation for remote fix scripts and diagnostic support, and contribute updates to the shared technical knowledge base for each product.

· Travel occasionally to customer sites, partner locations, Vontier sites, or other locations as required.

· Undertake any other duties commensurate with the role and in support of the wider team.

Position Relationships

Internal relationships

· Helpdesk (Level 2)

· Onboarding and Implementation Team

· Project Management

· Commercial

· Engineering

· Product Management

External relationships

· Distributors and/or Channel Partners

· Customer’s representatives

· Third-party Service companies

Knowledge, Skills and Experience

- Previous experience in a helpdesk or technical support environment, or a relevant recognized qualification in an IT-related subject.
- Strong spoken and written Romanian and English skills, with the ability to communicate clearly and confidently both verbally and in writing.
- Proficiency in Microsoft Office applications and knowledge of IT systems and portals.
- Experience using and/or developing remote support tools.
- Experience with the Windows platform and advanced networking skills; CCNA Cisco certification is preferred.
- Strong IT domain knowledge.
- Basic DevOps skills, including cloud technologies such as AWS.
- Knowledge of cloud products and tools.
- A naturally critical and analytical approach to problem-solving.
- Knowledge of on-site devices and connectivity tools.
- Experience with relational databases would be an advantage.
- Excellent customer contact handling skills, with empathy, active listening, and the ability to gather facts and work through solutions.
- Persistence, resilience, and patience, particularly when supporting individuals who may be under pressure or have limited technical knowledge.
- Ability to prioritize and multitask effectively while working to tight deadlines.
- Self-driven and able to work independently, while also contributing constructively as part of a team and focusing on solutions that improve service levels.
- Strong self-learning ability and proficiency in using research manuals and tools to find answers.
- Compliance with the Health, Safety and Environment (HSE) Policies.
- Compliance with the Vontier Code of Conduct.

#LI-ND3

WHO IS INVENCO by GVR

Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams.

WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!