SW Support Analyst II

NCR Atleos

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.

High Level Responsibilities:

• Has basic knowledge of the related solutions and the product range that they are responsible for.
• Can provide initial troubleshooting and support for common issues.
• Understands the basic functionalities and features of the product.
• Basic log analysis skills.
• Limited issue recreation skills.

Skillset:

• Verbal and non-verbal communication skills in English & Arabic
• Adherence to Software Support processes and systems
• Ticket and Queue Management
• Multitasking
• Integrity
• Demonstrable work ethic

Solution/Product Skills:

• Has basic knowledge across the related LOB product range including all solution(s) currently released and supported
• Knowledgeable on assigned solution(s) and can investigate issues but may frequently require assistance
• Has basic knowledge across the related LOB product range including all solution(s) currently released and supported, but may require assistance to progress an incident within assigned product solution(s).
• Understands the basic functionalities and features of the product.
• Can provide initial troubleshooting and support for common issues.

Troubleshooting:

• Gathers and analyzes information, formulates and tests hypotheses for issues.
• Identifies, designs, develops, and validates solutions for straightforward issues.
• Uses basic troubleshooting tools and techniques.
• Minimal issue recreation with assistance

Process Adherence:

• Follows established processes and procedures for incident management.
• Ensures customers are kept updated with the current status of investigations as per SLA guidelines.

Knowledge Capture:

• Create knowledge articles, but may require assistance.

Collaboration:

• Works effectively with team members to resolve straightforward issues.
• Communicates clearly and follows established protocols when interacting with other departments.
• Participates in team meetings and contributes to discussions.