NOC Specialist Level I

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.

KEY AREAS OF RESPONSIBILITY

Primary function of role is to pro-actively and re-actively monitor and respond to events, error conditions and threshold events in customer networks and systems; This includes generating or verifying the generation of incidents for all issues detected or reported and ensures the prompt delivery of service to meet our contractual terms and conditions within Service Level Agreement guidelines Working in a multi-vendor environment, supporting 140+ customers worldwide Answering customer and vendor incoming calls for ticket (Incident, Change) status update or creation Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines; Remotely resolving incidents within their capability and implementing known solutions to known issues Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools Initiate dispatch of NCRATLEOS Customer Engineers or third-party maintenance providers when required Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer Successful completion of all appointed training courses and achieve certifications; Self-study is encouraged Role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected

Pre-requisites

CompTIA Network+, CCNA Routing & Switching or equivalent networking background Bachelor’s degree is Required Relevant work experience 1+ year preferred General knowledge of remote support technologies and strategies

Skill Requirements:

Exposure to IT Troubleshooting processes Exposure to service management tools for tracking tickets Good general IT knowledge and skills Good MS Office knowledge Good interpersonal skills Good verbal and written communication skills

Special Requirements:

Taking ownership of customer requests Ability to follow procedures Ability to perform under pressure Innovative attitude, stress resistant, team player, flexible Independent worker, logical thinker

Languages: English B2 (written and verbal), with good understanding of technical English

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

EEO Statement
NCR 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.