Job
Description
Passionate about technology and troubleshooting, with a unique perspective on the world. You see possibilities and opportunities everywhere, believing that every problem has a solution. You view challenges as boundaries to push and problems to solve. Position Summary & Key Areas of Responsibility: The Associate Software Support Team Leader role primarily involves working on reported support incidents, but also includes overseeing a small number of Support Specialists (typically less than 3). This position involves collaborating with global customers, internal teams, and peers to investigate problems, identify and confirm product bugs, recreate issues, provide advice on product usage, and assist with configuration. While the role requires some domain and technical knowledge, comprehensive training will be provided. The Associate Software Support Team Leader must be customer-oriented and ready to offer solutions to address customer issues. Additionally, the Team Leader, with assistance, oversees the day-to-day operations of a workgroup under close guidance and instruction from a Manager. Successful candidates will receive training, mentorship, and support on NCRs proprietary software products. Responsibilities and Competencies: Accountability Responsible for the operations of a small workgroup. Ensure team members understand their roles and responsibilities. Monitors team performance and provides feedback. Product Skills and knowledge Basic knowledge across the related NCR Atleos product range, including all currently released and supported solutions. Knowledgeable on assigned solutions. Capable of investigating issues with occasional assistance. Understands basic functionalities and features of the product. Provides initial troubleshooting and support for common issues. Troubleshooting Gathers and analyzes information, formulates and tests hypotheses for issues. Identifies, designs, develops, and validates solutions for straightforward issues. Utilizes basic troubleshooting tools and techniques. Minimal issue recreation with assistance. Process Adherence Follows established processes and procedures for incident management. Owns assigned issues until closure, ensuring regular communication updates. Keeps customers updated with the status of investigations as per SLA guidelines. Knowledge Capture Creates knowledge articles with occasional assistance. Collaboration Works effectively with team members to resolve straightforward issues. Communicates clearly and follows established protocols when interacting with other departments. Participates in team meetings and contributes to discussions. Technical Qualifications [Insert/Delete as necessary for the team position advertised] Enterprise Software Knowledge of Web Applications. High-level knowledge of Relational Databases and DB structures. Java technologies and relational databases. Knowledge of Tomcat, Webservices SOAP / REST API calls. Microsoft Windows technologies. Knowledge of Linux OS & basic commands would be beneficial. Basic understanding of Cloud-based technologies and solutions (Amazon Web Services, Microsoft Azure, etc.). Basic Qualifications Bachelors degree in a computer/science-related field; typically, software engineering, electronics, information systems, or a related field.
