Technical Support Specialist

6 months ago

مصر, Egypt NCR Atleos Full time

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.

Job Summary

The technical support Specialist provides an intermediate level of technical support and excellent customer service support to clients. The responsibilities include responding to Level I technical support incidents and requests as well as performing troubleshooting and investigations procedures and solving technical problems. Specialist will aim to resolve issues with one touch utilizing various available issues like investigation and pulling logs.

Position provides the first 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.

Job Duties- 1st line support - troubleshooting of IT- Troubleshoot basic network issues and pulling the logs and investigation- Escalate unresolved calls to the next level support team- To maintain a high degree of customer service for all support queries and adhere to all service management principles- Respond to emergency situations and be on-call as assigned- Maintain compliance with company training and required read/reviews- Perform other related duties as required or assigned by team lead or manager

Job Requirements- Problem solving skills- Ability to clearly present technical information- Knowledge of scalability and load balancing- Capacity to improve processes- Ability to tune performance of networks, databases, and software- Knowledge of techniques for maintaining relationships with vendors- Perform technical problem resolution, including analysis, trouble isolation and repair.- Responsible for analyzing, testing, isolating, and repairing network and customer issues- 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

Preferred Job Experience- Bachelor’s Degree in Engineering.- CCNA or pass other security manufacturer certified training is preferred.- Experience in dealing with Projects management.- Experience in Product selection and solution design.- Excellent public speaking skills and Good at making presentations.- Sensitive and always updated to new technology.- Strong logic and a sharp ability to locate technical issues.- Enthusiastic and responsible.- Good command on written and spoken English, experience in making testing reports and feedback would be an advantage.- Associates Degree or four years of equivalent experience-
- Document all Help Desk interactions, including client information, problem description, suggested resolution and results- Prepare weekly report for managers covering recurring errors, failed troubleshooting solutions and suggestions for developers- Assist during implementation of new or updated software, including providing on-site training to end users

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, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

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

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