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.

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 the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race,