Level 3 Support Tech Specialist

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. POSITION SUMMARY In this exciting position, you get to work with top-notch technologies in the Retail software industry. and you will get the chance to work with the world’s leading Retailers and grocers. This position provides the highest level of technical support for NCR R10 software and hardware products. This level of support is designed to handle lower-volume, time-consuming technical support which generally requires broad technical knowledge and specialization in one or more technologies (network, database, application/web server, hardware). The ability to learn and support an enterprise-level, mission-critical, full-featured suite of products is essential. KEY AREAS OF RESPONSIBILITY Manage caseload (full escalations and requests for assistance) Diagnose and solve technical issues at 3rd level and where needed, escalate to internal development teams or external vendors as required Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up an environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds Mentor L1 and L2 Support Technicians, Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, Leverage opportunities for continuing education Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction BASIC QUALIFICATIONS A minimum of 3 -5 years in a senior technical support role is required, providing support to the Retail industry (highly desirable) Strong technical background in writing SQL queries (Mandatory) and development (.NET, scripting, web services, XML/HTML) Solid skills in producing a clear, accurate, and concise problem statement, gathering/analyzing data, and recording high-quality and sufficiently detailed case notes, Solid troubleshooting skills and proficiency in using related tools and technologies Exceptional customer service skills (soft skills), Ability to be persuasive/assertive while maintaining a professional demeanor PREFERRED QUALIFICATIONS\SKILLS Bachelor's Degree in a related discipline preferred Experience working in a managed services or outsourced environment Previous experience working with retail software systems Point Of Sale(POS) and exposure to middleware Enterprise System Bus(ESB) and System Center Operations Manager (SCOM). Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers Microsoft .NET Framework IIS 7, SCCM, and Virtual servers. Scripting: batch, VB, PowerShell. ITIL certification or significant background working in an ITIL environment The successful applicant will bring energy and enthusiasm to a team environment and work collaboratively to investigate and resolve issues arising in Production systems. They will have impeccable communication skills, strong technical abilities, and experience in performing application support with a highly analytical mindset. Must be available to perform on-call (after-hours) duties. Application Support NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world's first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology. Our NCR self-service, assisted-service, and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the "anywhere, anytime" convenience that today's consumers demand. • Leading retailers • Competitive salary • Career progression with a global leader! Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to 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 Agencies To 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.”