NCR SW Support Engineer in Atlanta, Georgia

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.

Key Areas of Responsibility:

Offer input and gain knowledge as a subject matter expert on products, systems, and services Knowledgeable across the related LOB product range including all solution(s) currently released and supported, but may require assistance to progress an incident outside assigned product solution(s) Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance Very knowledgeable on specific areas of solution(s) to SME level and can assist others with investigations Basic knowledge on 3rd party products used within customer solutions Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role

Design corrective action(s) to resolve product or system problems with no known solutions. Gather and analyze information, formulate and test hypothesis Identify, design, develop and validate solution Ability to research problems with no known solutions and design solutions for identified problems Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident Ability to manage multiple issues of differing stages of investigation and priority without assistance. Work with product developers to assess and create product alterations and contribute to long term solutions

Actively participate in making the team a success by achieving the team objectives Actively participate in making the team a success by achieving the team objectives Adherence to GS2 SLA Guidelines & RWG Target Knowledge metrics and knowledge code compliance as per department objectives Proper usage of incident tracking tool (as per incident working guidelines) Productivity (as per cascaded objectives)

  1. Accurate and prompt time logging (direct and indirect)

  2. Work all incidents diligently to ensure customer satisfaction targets are achieved

Enhance customer service by dealing with all incidents professionally and adhering to GS2 SLA

  • Enhance customer service by dealing with all incidents professionally and adhering to GS2 SLA

  • Ensure customers are kept updated with current status of investigation as per SLA guidelines

  • Maintain ownership of incident at all times

  • Customer escalation management with some assistance (Incidents identified as escalated by GS2 Manager)

  • Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.

Enhance organisation dynamics by building and maintaining internal and external relationships

  • Mandatory compliance to NCR's Code of Conduct & Shared Values.

  • Build relationships with people across a variety of functions within the organization.

  • Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background.

  • Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos).

  • Appropriately involves others in decisions and plans that affect them.

Record and communicate solution creation information in a timely manner

  • Populate the knowledge base with product and in-depth technical information

  • Ensure article is created & released for appropriate audience (external/internal)

Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to centre level knowledge sharing requirements

  • Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles

  • Provide direction for respective team members and other information providers creating articles to assure adherence to established standards

  • Identify opportunities with the specific knowledge domain to improve the knowledge creation process

Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise

  • Continuously develop and maintain pertinent technical knowledge and troubleshooting skills

  • Assess personal skills and schedule training

  • Utilize knowledge of customer to enhance capability to meet customer needs

Proactively search for trends in product quality and system issues and initiate corrective action

  • Identify product trends which indicate potential problematic areas

Participate on continuous improvement projects

  • Identify processes, products and services areas of improvements and team with other engineers to improve the process consistent with the NCR improvement approach

EEO Statement Integrated into our shared values is NCR’s commitment to diversity. 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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.

QUALIFICATIONS:

Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science

Minimum of 3 years software related job experience (support/development)

Or

High school education

Minimum of 7 years software related job experience (support/development

Good English skills and local language skills if appropriate

Communication skills both written and verbal

Excellent team player

Ability to work effectively in a team environment composed of peers and cross-functional members

Proactive and positive attitude

Decision making

Problem solving

Problem management skills

Ability to prioritize in a fast-paced environment

Interpersonal skills

Attention to detail

Ability to be focussed and a self-starter

Have a strong desire for quality

Sense of urgency

Ability to multi-task

Tact & diplomacy

Excited by the challenge of the unknown

Analytical Skills

Ability to be available for 7x24 on call if required

Ability to work flexible working hours

Willingness to travel at short notice as required

Job Engineering Support

Title: SW Support Engineer

Location: United States

Other Locations: North America-United States-Georgia-Atlanta

Requisition ID: 0066929_P0225666