IT Support Engineer I

Job description

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. PRIMARY RESPONSIBILITIES Act as the technical and process expert for the IT Help Desk function, supporting analysts with complex incidents, service requests, escalations, and process clarifications. Provide advanced Level 1 / Level 1.5 support for desktop, laptop, operating system, Office 365, browser, printer, network connectivity, remote access, and standard enterprise application issues. Review escalated tickets to ensure correct troubleshooting, accurate categorization, proper documentation, and appropriate routing to Level 2 or resolver groups. Drive first contact resolution improvement by identifying recurring issues, creating troubleshooting guidance, and mentoring analysts on effective resolution steps. Maintain and improve Knowledge Base articles, SOPs, process documents, call scripts, and troubleshooting guides. Monitor ticket quality, adherence to process, SLA compliance, aged tickets, and critical priority incidents; follow up with analysts and resolver teams as required. Support new hire training, refresher training, floor support, and coaching for Help Desk Analysts. Identify process gaps, tool issues, knowledge gaps, and recurring incident trends; recommend corrective and preventive actions. Participate in major incident support, outage communication, and bridge calls as required. Works in 24x7 rotational shift environment. TECHNICAL SKILLS: Strong knowledge of Windows 11 and above operating systems, including troubleshooting user profiles, device performance, drivers, updates, and common OS errors. Strong working knowledge of Microsoft Office 365, Outlook, Teams, OneDrive, browsers, VPN, remote access tools, and internet technologies. Good understanding of networking concepts such as TCP/IP, DNS, DHCP, LAN/Wi-Fi connectivity, proxy, and basic network troubleshooting. Ability to troubleshoot hardware, software, printer, access, authentication, and end-user productivity issues. Experience using ITSM tools for ticket logging, categorization, prioritization, escalation, SLA tracking, and reporting. Ability to analyze incident trends and translate them into knowledge articles, coaching points, and process improvements. Working knowledge of ITIL concepts such as incident management, request fulfillment, escalation management, and knowledge management. EDUCATION & WORK HISTORY: Minimum qualification: Technical diploma or graduate degree. Minimum 4-6 years of experience in IT Help Desk, Service Desk, Desktop Support, or technical support operations. Prior experience as a senior analyst, floor support, quality analyst, trainer, technical lead or SME in a voice-based technical support environment is preferred. Experience in a 24x7 support model is preferred. COMMUNICATION SKILLS: Excellent verbal and written English communication skills. Ability to explain technical concepts clearly to both technical and non-technical users. Strong listening, probing, and questioning skills to identify root cause quickly. Ability to provide constructive feedback, coaching, and guidance to analysts. Professional communication style for emails, escalations, outage updates, and stakeholder interactions. OTHER ESSENTIAL SKILLS: Strong customer service orientation with patience, empathy, ownership, and a positive attitude. Strong analytical, problem-solving, and decision-making skills. Ability to work independently and support team members during high-volume or critical situations. Strong attention to detail in ticket documentation, process adherence, and knowledge updates. Ability to manage multiple priorities, follow up on pending actions, and meet operational deadlines. Flexible to work rotational shifts, weekends, and holidays as required by business operations. 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.