Software Support Engineer - Level 3 (Onsite)

Job Description

About NCR VOYIXNCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the worlds leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers technology systems.Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in todays competitive landscape.Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small from the best-known brands around the world to your local favorite around the corner.Job PurposeA single point of contact for Problem Root Cause Analysis, Managing the implementation of corrective and preventative measures against assigned problems. Provide 3rd level technical knowledge and Support to the Support Organisation and Customer across all products supported by the L2 Support Team. Transferring knowledge of workarounds for Known Errors and new technologies to the L2 Support Team. Providing continuous improvement to the support Organization and/or Customer through the creation of tools, scripts, dashboards, reports etc.Responsibilities

• Investigate Root Cause of assigned problems, deliver resolution and/or Error identification
• Coordinate as necessary with other Support Team(s), vendors to deliver resolution actions for Problems and Known Errors
• Provide best available Work-around for incidents related to unresolved Problems/Known Errors
• Monitor progress on the resolution of Known Errors.
• Provide pro-active trend analysis
• Work with Product and Project team to review and approve proposed changes within supported environments
• Where required work with Project teams as the Product Champion for new technologies

AccountabilitiesProcess

• Adhere to NCR Policies and Methodologies and those of the customer (if working on site or governed by these policies)
• Use industry Best Practice
• In depth understanding of the Retalix / NCR IT systems, environment and development paths as well as those of our clients
• Understand the customers business
• Work in a team environment
• Complete other related tasks as required by key stakeholders

Skills

• Knowledge of Windows Server operating system architecture and security
• Understanding of Microsoft applications
• Strong problem solving and root cause analysis skills
• Scripting/Coding skills in PowerShell, SQL Queries, C# - an advantage
• Relevant technical skills required to perform daily tasks, this could include (but not limited to) skills in areas such as: MSSQL, Splunk, RabbitMQ, SCCM, .NET, SharePoint, IIS, Internet Protocols such as SSH, FTP, SFTP and HTTP.

Competencies

• Problem-solving skills with an emphasis on resolution of complex technical problems
• Excellent analytical and trend analysis skills
• Have innovative, technical, and creative approach
• Ability to handle multiple tasks
• Excellent verbal and written communication skills
• Excellent time management skills
• Passion, drive and can do attitude
• Ability to work in a team environment as well as independently
• Ability to provide courteous, professional, and efficient service to company clientele
• Customer service oriented
• Ability to build relationships

Experience

• 5-6 years experience as client facing technical support
• Experience with performing and coordinating RCA and trend analysis
• Experience in high tech customer support and in on-job support at customer sites an advantage
• Previous experience/knowledge of Retail systems and environments - an advantage

Obligatory

• Participation in 24*7 after hours support roster.
• Willingness to undertake training as required and apply knowledge to improve IT
• Ability to work standby shifts (including weekends and holidays)
• Willingness to undertake overseas travel on occasion

Education

• Relevant technical education (electronics/computer science/engineering) obligatory
• Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO StatementIntegrated into our shared values is NCR Voyixs 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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes.When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.LocationsKUALA LUMPUR, MYS

Keyskills :
root cause analysis technical support knowledgescripting skillsproblem solving trend analysis c# .net sharepoint security technical skillsoperating system written communicationsplunk