Level 3 Software Support Engineer

at  NCR Corporation

Level 3 Software Support Engineer
About NCR VOYIX
NCR 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 world’s 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 today’s 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.

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.

EXPERIENCE

• 2-3 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

EDUCATION

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

JOB PURPOSE

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 Organisation 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 approved proposed changes within supported environments
• Where required work with Project teams as the Product Champion for new technologies