Software Support Engineer

PRIMARY DUTIES AND RESPONSIBILITIES

        •   Resolve the “Service Now” requests for issues and changes

Troubleshoots report, system or ATM problems to identify root cause and recommends mitigating actions or provides data to colleagues for further analysis

•   Identifies opportunity and implements system monitoring, corrective action, system refreshes, hardware replacements, software upgrades, and application modifications

•    Escalation management. Initiate escalation (Bridge Call) and work with multiple specialist team       to resolve a Problem. Support RCA

• Create and run data analysis and extracts as required by both operational and business teams

• Recommend Workflow change within the relevant ATM “Dispatch” tool to ensure accuracy of service action initiated

• Create and maintain new Splunk Dashboards extracting/inputting information from database

•   Identifies and proactively seeks opportunities to implement process improvements, documents technical diagrams and procedures

•        Participate in support for after-hours systems related emergencies (infrequent)

•        Complete assigned projects in a timely manner and produce documentation as required

•         Perform other duties as assigned

Individuals possessing the following skill sets are encouraged to apply:

QUALITIFICATIONS:

•            Excellent analytical troubleshooting skills

•            Strong attention to detail

•            Must be a team player, work directly with other support teams for issue resolution as well as projects

Good oral and written communication skills

•            Keen problem-solving skills and ability to see projects through from start to finish

•            Positive, self-motivated individual who can complete tasks independently

•            Ability to work directly with other support teams for issue resolution as well as projects

•            Appetite to continuously refine skills and drive career progression; Must be open to feedback

•            Self-starter who isn’t afraid to ask questions and explore ways to improve processes

•            Customer service mindset; emotional intelligence; willingness to explore creative solutions

•            Passion for new technologies and being ahead of industry trends

TECHNICAL SKILLS:

        •      Log File analysis

• Familiar with raising Jira

• Ability to modify reports/dashboards on-demand with Splunk's extensible data platform

        •      Understanding of database table structure, SQL script build familiarity (or Splunk)

        •      Microsoft Office suite including PowerPoint, Visio, Excel, Power BI

• Expert in Windows server operating systems

        •      Solid understanding of LAN/WAN networking

        •      Understanding knowledge of firewalls, routing and switching, and internal/external load balancing (LAN/WAN)

SYSTEMS INVOLVED: 

• Proprietary NCRAtleos Application for running ATM’s neoterm and Active Enterprise in     particular

        •      FISERV’s Device Manager Product for ATM monitoring and dispatching service

•  NCRAtleos Vision Solution for ATM monitoring and dispatching service

        •       Microsoft VMware Virtual Machines

        •       Various Internal systems (CORE, WebTools….)

EDUCATION AND/OR EXPERIENCE:

•            Bachelor’s degree in a related field preferred or equivalent work experience

•            1+ years’ experience required in MS SQL Server and data mining skills and fundamentals of statistics

•            Minimum 2 years’ experience supporting Microsoft Windows environments

•            Minimum of 2 years’ experience working in Information Technology