L3 Support Analyst
- NCR Corporation
- 3 - 5 years
- Hyderabad
- 28 days ago
- Email to a friend
- Report this job
Job Description
Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: NCR CorporationLocation(s): Hyderabad+ View Contact
Keyskills: Data analysis Operational excellence Web services Customer satisfaction XML HTML Customer service Troubleshooting Technical support Recruitment
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
NCR Corporation
NCR is the worlds leading enterprise provider of software, hardware and services for banks, retailers, restaurants, small business and telecom
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in