Technical Support Spec

NCR Atleos; Mumbai City; On-site; INR 400,000 - 550,000; Full time

Job summary

NCR Atleos in Mumbai is seeking a Technical Support Specialist to assist Customer Engineers onsite, identify problems, analyze, diagnose and resolve issues using NCR Knowledge Systems.

You will coordinate with Service Coordinators, escalate when needed, and contribute to knowledge bases, ensuring timely resolution and customer satisfaction.

Strong English communication and a technical background in IT or engineering are desirable; prior field support experience is favored.

Qualifications

• Experience in a customer support role, preferably in Retail/Financial sectors.
• Fluency in English, both oral and written.
• Engineering degree or technical qualification is desirable.
• Knowledge of retail equipment or ATM hardware is a plus.

Responsibilities

• Provide on-site support to Customer Engineers with technical assistance.
• Identify, analyze, diagnose and resolve problems; escalate when required.
• Use NCR and other Knowledge Systems to find solutions and ensure success.
• Own escalated issues through to resolution and inform management of delays.
• Contribute input to Knowledge Systems and coordinate with other teams.

Skills

Listening skills

Communication skills

Analytical skills

Problem solving

Team player

Self-starter

Fluent English

Education

4-year technical degree

3-year technical diploma

Tools

Windows OS knowledge

Networking TCP/IP

PC hardware

Retail systems knowledge

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.

Position Description and major responsibilities

• As a Technical Support Specialist you will provide support to Customer Engineers who generally will be onsite at a customer location and requiring technical assistance.
• The support will include problem identification, analysis, diagnosis and resolution.
• The TSS will utilise Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems.
• The TSS is responsible for ensuring that solutions provided are successful.
• If no known solution can be identified, the TSS is responsible for the escalation to other support centres where deeper level skilled personnel are available.
• The TSS retains ownership of all escalated problems/issues through to resolution. The TSS is also responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual requirements require.
• You will provide input to the Knowledge Systems as and when required.
• You will co-ordinate with other Service Coordinator and ATM Management Center in providing part numbers and other technical details pertaining to a specific Customer.

Capabilities

• Prior work experience in a customer support or technical support role is required, with experience supporting customers in the Retail & Financial sector being highly desirable.
• Experience as a field based customer engineer supporting PC and retail & financial systems would also be favourably considered.
• Fluency in English, both oral and written is a must
• Tertiary qualification in Engineering or related field, from University or College is desirable.
• Prior Knowledge of retails equipments as 7350,7348,7988,7197…. and ATM 5886,6634 7671 is desirable(but not essential) or equivalent knowledge level.

Technical Skills

• Working knowledge of Windows 95, 98, 2000, NT and/or XP & Win 7, Win 10.
• A high level understanding of communication and networking technology (TCP/IP and other network protocols).
• A high level knowledge of PC hardware equipment and utilisation (printers, scanners, modems, network cards).
• Knowledge of retails systems (hardware and application software) and experience troubleshooting problems in that environment is highly desirable.

Personnel Skills

• Listening and communication skills.
• Analytical skills.
• Problem solving skills.
• Strong team player.
• Self-starter.

Education and Experience Requirements

• 4 year technical degree or 3 year technical diploma preferred or equivalent experience
• PC literacy
• Keyboard proficiency
• Understanding of Windows-based applications/tools
• Good English communication skills & telephony etiquettes

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.