L3 Support Analyst @ NCR Corporation

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L3 Support Analyst

NCR Corporation
3 - 5 years
Hyderabad
11 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 & Consulting
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time

Contact Details:

Company: NCR Corporation
Location(s): Hyderabad

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Keyskills: Data analysis Operational excellence Web services Customer satisfaction XML HTML Customer service Troubleshooting Technical support Recruitment

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Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

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L3 Support Analyst @ NCR Corporation

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