SW Support Analyst II

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.

Typical Qualification:

• Bachelor's degree in a computer/science related field - typically software engineering, electronics, information systems, or a related field

Minimum Experience Range:

• 0-2 years of related experience

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.

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Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO StatementNCR 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.