Noc Specialist L2

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

NCR Corporation

Position Description

Position: NOC specialist L2

Position Code: CC-10-006 - Network Support Spec (II)

Organization: Svcs Enablement - MS Ops Europe

Team: NOC

Reports to: CCC Supervisor

Location: Cairo

Position Summary:
Position provides the second level of remote monitoring and management to growing base of global customers’ network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction.

Roles and Responsibilities:

- Perform technical problem resolution, including analysis, trouble isolation and repair.
- Acting as a Customer Advocate in a 24x7x365 Network Operation Center for all SDWAN,
- data and Optimization services.
- Responsible for analyzing, testing, isolating, and repairing network and customer issues.
- This may include any or all issues related to facilities, routing and translations, voice
- and/or data, SD-WAN products and service and the associated CPE equipment.
- Performs proactive monitoring, configuration management and fault resolution of
- complex SD-WAN, optimization, and data services.
- Work in a multivendor environment where providing tier 2 support for (Cisco, Juniper,
- Riverbed, VMware, Silverpeak and Ciena)
- Maintenance of WIKI and technical documentation of processes and procedures used
- throughout normal operations
- Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.
- Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
- Responsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents.
- Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employees
- Responsible to fulfill customer requests in accordance to established, standardized Change management processes and procedures.
- Initiate dispatch of NCR Customer Engineers or third-party maintenance providers when required
- Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
- Responsible to attend all company assigned training courses and certifications; Constant self-education and self-improvement is expected and encouraged
- Role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected.

Pre-requisites:

- CCNP level or equivalent networking background is needed, CCNP certification is preferred
- Bachelor of Computer Science or Telecommunication engineering from one of the well-recognized universities.
- Hands on Knowledge of CISCO routers, switches & Firewalls, any other vendors is a plus.
- ITIL Knowledge & framework (ITIL Foundation Certification is PLUS)
- Ability to handle multiple tasks simultaneously & meet agreed due date
- Excellent command of spoken and written English language.
- Ability to work effectively in a team environment with mínimal supervision.
- Good communications and presentation skills
- High school diploma required/University degree preferred
- Relevant work experience 3+ year preferred
- General knowledge of remote support technologies and strategies
- Cisco wireless Knowledge is a huge advantage.
- Cisco Meraki Knowledge is an advantage
- Infoblox knowledge is an advantage

Skill Requirements:

- Proven background in supporting multiple IT products and technologies
- Proven experience with IT Troubleshooting processes and procedures
- Very good knowledge of remote support technologies and strategies
- Good general IT knowledge and skills
- Good MS Office knowledge
- Good interpersonal skills
- Good verbal and written communication skills

Special Requirements:

- Taking ownership and responsibility for customer requests
- Ability to follow and create procedures
- Ability to perform under pressure
- Innovative attitude, stress resistant, team player, flexible
- Independent worker, logical thinker

Languages: English B2 (written and verbal), with good understanding of technical English

Offers of employment are conditional upon passage of screening criteria applicable to t