Level 3 Software Support Engineer

1 month ago

Chatswood, Australia NCR Corporation Full time

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Liaises with

Various Customer Technology Teams NCR Product Development Team / Level 4 Customer Project Managers Research and Development teams Internal L2 Support Team Vendors as appropriate
 

Job Purpose

Point of contact for Problem Root Cause Analysis, Managing the implementation of corrective and preventative measures against assigned problems.

Provide 3rd level technical knowledge and Support to the Support Organisation and Customer across all products supported by the L2 Support Team. Transferring knowledge of workarounds for Known Errors and new technologies to the L2 Support Team.

Providing continuous improvement to the support Organisation and/or Customer through the creation of tools, scripts, dashboards, reports etc.
 

Responsibilities

Investigate Root Cause of assigned problems, deliver resolution and/or Error identification Coordinate as necessary with other Support Team(s), vendors to deliver resolution actions for Problems and Known Errors Provide best available Work-around for incidents related to unresolved Problems/Known Errors Monitor progress on the resolution of Known Errors. Provide pro-active trend analysis Work with Product and Project team to review and approved proposed changes within supported environments Where required work with Project teams as the Product Champion for new technologies

Accountabilities

Process

Adhere to NCR Policies and Methodologies and those of the customer (if working on site or governed by these policies) Use industry Best Practice In depth understanding of the Retalix / NCR IT systems, environment and development paths as well as those of our clients Understand the customer’s business Work in a team environement Complete other related tasks as required by key stakeholders
 

Skills

Knowledge of Windows Server operating system architecture and security Understanding of Microsoft applications Strong problem solving and root cause analysis skills Scripting/Coding skills in PowerShell, SQL Queries, C# - an advantage Relevant technical skills required to perform daily tasks, this could include (but not limited to) skills in areas such as : MSSQL, Splunk, RabbitMQ, SCCM, .NET, SharePoint, IIS, Internet Protocols such as SSH, FTP, SFTP and HTTP.

Competencies

Problem-solving skills with an emphasis on resolution of complex technical problems Excellent analytical and trend analysis skills Have innovative, technical, and creative approach Ability to handle multiple tasks Excellent verbal and written communication skills Excellent time management skills Passion, drive and ‘can do’ attitude Ability to work in a team environment as well as independently Ability to provide courteous, professional, and efficient service to company clientele Customer service orientated Ability to build relationships

Experience

2-3 years’ experience as client facing technical support Experience with performing and coordinating RCA and trend analysis Experience in high tech customer support and in on-job support at customer sites – an advantage Previous experience/knowledge of Retail systems and environments - an advantage

Obligatory

Participation in 24*7 after hours support roster. Willingness to undertake training as required and apply knowledge to improve IT Ability to work standby shifts (including weekends and holidays) Willingness to undertake overseas travel on occasion

Education

Relevant technical education (electronics/computers science/engineering) – obligatory

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

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