Technical Support Specialist

1 week ago

القاهرة, Egypt NCR Atleos Full time

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.

Job Description: Technical Support Specialist

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 software 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.
- Ability to investigate logs and find what causing issues and highlighted it.
- Ability to collect needed logs for further investigation by next level teams.
- Ability to research and find solutions out of the box.
- Ability to work under pressure.
- Ability to review business rules and implement it.
- Knowledge of scalability and load balancing.
- Capacity to improve processes.
- 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.
- 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.
- Associate 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.
- Experience in Power BI and knowledge of automation process.

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.

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