• Job Description

  Req#: R0135442

  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 title: SW Support, Technical Support Analyst, Level 3

  Location: Banja Luka

  Working in Technical Assistance Center (TAC) as a Software Support Specialist, Level 3, is responsible for troubleshooting and resolving advanced and complex technical issues for NCR-supported customers and their representatives. Working closely with customers, and Level 1 and Level 2 support teams to provide timely solutions to reported issues while isolating defects.
  
  Key Areas of Responsibility:

  • Responsible for providing support to service-entitled customers.

  • Deliver remote resolutions, and status updates to reported issues while working directly with the customer using existing tools such as email, phone, and/or chat and similar within established SLAs.

  • Troubleshoot, triage, and monitor issues for Hospitality, Retail, Banking and/or Cloud NCR-supported products, systems, and other related software instances.

  • Review incident history to determine recurring faults and trends.

  • Use existing and current tools to remotely access customer environments to diagnose and resolve reported problems.

  • Record work notes thoroughly and accurately using the most current incident management system.

  • Provide accurate solutions to user problems and take ownership of service requests to ensure timely reactions in accordance with internally defined KPIs.

  • Enhance and develop the quality of support methods and communication skills through feedback.

  • Keep management appraised of sensitive and hot issues and potential customer escalations.

  • Work on more advanced and complex issues and troubleshoot any undocumented technical problems.

  • Act as a mentor to junior employees through joint work, knowledge sharing, coaching, and training, and help expand the existing knowledge base.

  • Receive escalations from Level 1/Level 2 teams and prepare escalations for Level 4 teams if needed.

  • Reproduce issues in a lab environment and identify potential defects and coordinate with the relevant L4 team (Professional Services, Engineering, Development, etc.)

  • Coordinate and inform customers of future releases and defect resolutions.

  • Participate in client and team meetings, performance management, and any special projects assigned.

  • Maintain and further develop technical knowledge and expertise associated with multiple applications and hardware specific to customers’ solutions.

  • Follow all mandatory training courses according to provided timelines and deadlines.

  • Ensuring security standards and protocol compliance.

  • Participate in off-shift support for critical issues.

  • Performing all other tasks at the team manager’s request.

  
  Qualifications & Requirements:

  • Minimum IV level of education as per official education categorization by the Ministry of

  • Education of the Republic of Srpska or equivalent.

  • Minimum 2 years of experience required.

  • Strong technical knowledge of multiple applicable software products and technologies.

  • Strong problem-solving skills with the ability to troubleshoot complex issues.

  • Excellent communication skills, both written and verbal, with the ability to sometimes communicate technical information to non-technical stakeholders.

  • Ability to work independently and as part of a team.

  • Willingness to participate in off-shift support for critical issues.

  • Communicational level and knowledge of the English language.

  • Strong work ethic, professional communication, and aptitude towards building professional relationships

  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.

• About the company

  NCR Corporation, previously known as National Cash Register is an American software, managed and professional services, consulting and technology company that also makes self-service kiosks, point-of-sale terminals, automated teller machines, check pro...

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