Network Support Spec

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

L1 Technical Support Agent

OPIS POZICIJA / POSITION DESCRIPTION

The main responsibility of this function is to deal with unresolved issues escalated by lower tier or to be front line for highly technical enterprise customers. These agents will attempt to resolve the incident and perform the following tasks:

• Communicate status of incident to Level 1

• Ensure issue is not caused by hardware

• If it is, determine component and required fix, if possible

• Perform triage & characterization/troubleshooting activities:

• Information regarding characteristics of problem

• Frequency of occurrence

• Gather logs, files, application traces

• Gather full error status information

• Attempt to isolate the origin of the problem or symptom to the specific piece of software or component, (e.g., server application system level, database level, network component).

• Determine if any system changes like updates, configuration, and system component add-ons or replacement have recently changed on the solution that may be the originator of the issue.

• Confirm if issue can be recreated and provide details of steps required to recreate issue

• Depending on the specific solution, attempt to reproduce the issue in test lab

• Populate knowledge database with problem/solution information

• Taking incoming calls, create manage and update service tickets.

• Making outgoing calls to communicate with the customers.

• Escalate the problem to the appropriate group which may be NCR, customer or 3rd party provider

• Provide all required information if an issue is to be escalated to Level 3 / Tier 3 support

• If unable to resolve the incident, Data Center Hardware Operations Specialist will collect the necessary technical information before engaging Level 3 / Tier 3 for further assistance.

Candidate profile and qualifications:

• Fluent in speaking and writing of English language

• Technical degree in Computer science or higher level of IT knowledge with related experience in some of these fields: General IT HW/SW installation and maintenance, MS OS and Linux installation, connection equipment and networking, web environment or similar.

• Self-driven person, eager to learn and develop technical skills

• Responsible with good organizational skills

• Highly motivated with team spirit

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.