Technical Support Analyst

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 Summary

The technical support Analyst 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. Specialists 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

• Act 24x7 as a single point of contact for emails/ issues and incidents from staff regarding IT issues and queries.
• Receiving tickets via ticketing system and email.
• 1st line support - troubleshooting of issues before escalating
• 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 leader or manager.
  
  

Job Requirements

• Strong problemsolving and analytical skills with the ability to investigate logs, identify root causes, and highlight issues.
• Ability to collect and analyze logs for escalation to nextlevel teams.
• Clearly present technical information to technical and nontechnical stakeholders.
• Perform advanced diagnostics, troubleshooting, and remote issue resolution within SLA guidelines.
• Analyze, test, isolate, and repair network and customer issues.
• Research and implement outofthebox solutions under pressure.
• Review and implement business rules effectively.
• Knowledge of scalability, load balancing, and system reliability.
• Drive process improvements with a focus on automation and efficiency as this is the future.
• Use SQL for data analysis, reporting, and troubleshooting.
• Use Python for scripting, automation, log analysis, and operational improvements.
• Maintain effective vendor relationships.
• Proactively communicate incidents and resolutions to customers.
  
  

Preferred Job Experience

• Experience in Power BI and Analysis and knowledge of automation process Using Python
• Bachelor’s degree in engineering.
• 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.
• 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.
• Interact daily with clients and end users to provide troubleshooting resolutions relating to software applications.
• Prepare weekly reports 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.