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About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

TITLE: SW Support Engineer L3

GRADE: 10

LOCATION: Belgrade, SRB / Banja Luka, BIH

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.

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

EEO Statement Integrated into our shared values is NCR's commitment to diversity and 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 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 has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Help us run the world's top brands.

At NCR (http://www.ncr.com/) , you’ll have meaningful and relevant work experiences, opportunities to learn and make a real contribution. Every day we build on our 130+ year history (https://www.ncr.com/about/history) to transform, connect and run our customers' technology platforms.

A career here means embracing our innovative culture and shared values (https://www.ncr.com/about/values) , always seeking new adventures and carving your own path.