Technical Support Specialist

Technical Support Specialist II

Location: Steinackerstraße 53, 8902 Urdorf, Switzerland

Position Summary & Key Areas of Responsibility:

• Software distribution
• Analysis of relevant logs, tracing and extracting relevant details
• Creating tools, batch scripts, automation processes on request (optional)
• Serving as the single point of contact to triage and escalate incidents
• Creating analytics reports
• Maintaining software consistency
• Software and application development (optional)
• Database administration and manipulation (optional)
• This position provides enhanced technical support to the teams that provide Remote and Managed Services to our customers, and to the customers who use these services. With the wide array of sources, the position may involve support for multiple product lines across different industries, including Communications and Finance.
• Analysis of relevant logs, tracing and extracting relevant details from these logs, and understanding the relationship of the details across different products and components for the services our customers have implemented.
• Serving as the single point of contact to triage and escalate incidents to various functional teams that will aid with problem resolution. Creating, managing, and owning tickets from start to end in the NCR incident management system (ensuring closure of all incident and problem records). Monitoring tickets and following defined standard work practices (including adherence to escalation parameters).
• Adapting to operationally specific scenarios that vary by product, line of business, account, or geography. Following standard work practices and adapting to operational changes as needed. Providing support of account opportunity assessments and onboarding new practices
• Analyzing service history and health to provide improved service enhancement recommendations. Proactively recommending improvements to support processes and practices. Working directly with customers and internal team members in a professional manner. Documenting lessons learned, processes, and procedures
• Responsibilities include remotely coordinating the resources required to manage problem resolution for NCR products and services; Managing necessary resources and/or provide additional technical/functional knowledge necessary to resolve customer's (both internal and external) problems; Position will work directly with Remote Resolution Specialists, customers, or Customer Engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems.
• Create experience-based case candidate knowledge for inclusion in the Knowledge Base; Use available systems and information tools to identify and effectively match customer problems to documented solutions; Identify patterns, provide feedback, and make suggestions for process, project, system, tool and organizational improvements; Participates in the requirements gathering process and user testing
• Participate in team meetings and activities;
• May require rotation in work hours, pager rotation, 24/7 shift, and or extended hours, as needed, to accommodate customer needs. Work may span multiple time zones, cultures, and countries, and varying levels of management associated with multiple Customer personnel, internal organizations, and third-party suppliers

Skill Requirements:

• Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives. Applies methodologies, processes, and tools to enhance work effectiveness and to implement process improvements. Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence.
• Demonstrates a sense of urgency for customers. Fosters teamwork by identifying and removing obstacles to ensure the organization's results are achieved.
• Writes, speaks, listens, and presents information effectively and persuasively. Provides feedback to associates through verbal and/or written mediums.

Basic Qualifications:

• The incumbent should possess a minimum Bachelor's or Master's University Degree with specialization in IT or equivalent work experience or relevant professional experience in this field
• Minimum C1 English language skills
• Experience with creating and managing release schedules, monitoring progress, monitoring and tracking completion of release deliverables.
• Experience with recognizing and assisting in the resolution of conflicts and contentions within a release.
• Candidates must have proven excellent communication and interpersonal skills.
• Candidates should have strong organizational acumen.
• Candidates should have ad hoc process understanding

Preferred Qualifications:

• Deep knowledge in hardware and software of NCR Atleos ATMs
• Deep knowledge in security devices like ECMAS and dual shutter from MIB