L3 Support Analyst
- NCR Corporation
- 3 - 5 years
- Hyderabad
- 3 months ago
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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
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NCR Corporation
NCR is the worlds leading enterprise provider of software, hardware and services for banks, retailers, restaurants, small business and telecom
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