NCR Help Desk Representative (German language) in Belgrade, Serbia
Title: Help Desk Representative – German language Location: Belgrade, Serbia
ABOUT NCR CORPORATION: 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 Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.
POSITION SUMMARY& KEY AREAS OF RESPONSIBILITY :
•Works as part of NCR Services on global Cisco Video & Conference operations, support and projects •Position will provide support to NCR’s Clients, Customer Engineers and partners; Support will include problem identification, analysis, diagnosis and resolution. •Mainly assigned to a global major account with Cisco Video & Conferencing (and Cisco Unified Communication implementations) but additionally working on other strategic service projects •Administrate and troubleshoot Cisco Video & Conference applications and servers in customer networks •Use customer and NCR tools to handle operations and service processes and provide data for reporting •Answer incoming phone calls on expert helpdesk, emails or tickets from clients and field engineers; Monitor the notification and ticket queues. •Presents and gains agreement for problem isolation, solution creation and implementation plans. •Act as problem specialist to analyze root causes and plan appropriate actions to prevent reoccurrence •Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution. •Manages incidents to assure contractual SLA’s are met, if SLA is in danger follows the agreed escalation path •Guidance of field engineers to fix defects on Cisco units •Responsible for driving escalation of Cisco TAC cases as necessary •Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepares standard reports. •Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for assigned customers •Draw from a large pool of diverse resources or information; Develop new approaches for situations in which standard approaches do not apply; Adjusts to multiple demands, shifting priorities, ambiguity, and rapid change; Accepts and adapts to new or alternative approaches agreements require •Perform changes in configuration, software and hardware and take over implementation tasks remotely •Take over technical parts in availability management •Mentoring and supporting less experienced colleagues of the team, including updating the knowledgebase, perform trainings and workshops •Providing feedback about employees performance to Team leader and Management •Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for assigned customers •Perform other corresponding duties and tasks in accordance with his qualifications, as directed by employer •Travel to customer premises as needed •7x24h operations that include weekend support •Participate in on-call duty after office hours •Participate in shift work
•Working experience with Cisco Telepresence Management Suite, Cisco Conductor, MSE 8000 (MSE 8710), MX Series Telepresence Endpoints, Cisco C-Series Endpoints, Codian ISDN GWs, Cisco VCS Series, Cisco VCS Lync GW •Working knowledge of MS Office suite •Excellent written and verbal communication skills •Fluent German and English language •Analytical and technical oriented •Ability to work as part of a team and independently •Willing to work non-standard business hours as required by customers
Preferred additional Qualifications:
•CCNA R&S or CCNA Collaboration •Experience in Cisco Video & Conferencing and Cisco Unified Communications operations •Working knowledge of EMC² SMARTS monitoring suite •Knowledge of ITIL service and operations processes •Bachelor’s Degree in Computer Science •2 years of related experience •Microsoft MCSA •Know how in the AMX or Crestron room control area •Microsoft Streaming Server 2008
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.
Job Customer Care Center
Title: Help Desk Representative (German language)
Requisition ID: 0069511_P0053950