SW Support Engineer I

NCR Corporation - Cairo

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Experience Needed:
More than 3 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
Salary:
Confidential
Languages:
Arabic, English
Vacancies:
1 open position
About the Job

POSITION SUMMARY

Scope

  • The typical support coverage includes multiple product lines including hardware and software technologies
  • The customer base includes a considerable number of countries, cultures, and languages.
  • Customer base ranges from multi-national financial institutes to local community banks in mature established and developing markets.

Work Environment

  • The Software Support Engineer works in a complex, engineering environment, resolving problems which are typically of a critical and time-sensitive nature.
  • It is a high pressure environment and requires ability to multi-task
  • The work environment may require rotation in work hours, weekend or vacation hours, and/or extended hours, as needed, to accommodate customer neeD

The Software Support Engineer works in a complex technical environment, resolving and providing solutions to customer problems. They identify, design and develop solutions for product and system problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership.

KEY AREAS OF RESPONSIBILITY

  • Offer input and gain knowledge as a subject matter expert on products, systems, and services
  • Has basic knowledge across the related LOB product range including all solution(s) currently released and supported, but may require assistance to progress an incident out with assigned product solution(s)
  • Knowledgeable on assigned product solution(s) and can investigate issues and very infrequently require assistance
  • Design corrective action(s) to resolve product or system problems with no known solutions.
  • Gather and analyze information, formulate and test hypothesis
  • Identify, design, develop and validate solution
  • Ability to research problems with no known solutions and design solutions for identified problems
  • Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident
  • Ability to manage multiple issues of differing stages of investigation and priority without assistance.
  • Actively participate in making the team a success by achieving the team objectives
  • Actively participate in making the team a success by achieving the team objectives
  • Adherence to NCR Software Support SLA Guidelines
  • Knowledge metrics and knowledge code compliance as per department objectives
  • Proper usage of incident tracking tool (as per incident working guidelines)
  • Productivity (as per cascaded objectives)
  • Accurate and prompt time logging (direct and indirect)
  • Work all incidents diligently to ensure customer satisfaction targets are achieved
  • Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support SLA
  • Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support SLA
  • Ensure customers are kept updated with current status of investigation as per SLA guidelines
  • Maintain ownership of incident at all times
  • Enhance organisation dynamics by building and maintaining internal and external relationships
  • Mandatory compliance to NCR's Code of Conduct & Shared Values.
  • Build relationships with people across a variety of functions within the organization.
  • Relate to others in an accepting and respectful manner, regardless of their organizational level, personality, or background.
  • Build collaboration by identifying and conveying common interests and priorities (including removing barriers and breaking down silos).
  • Appropriately involves others in decisions and plans that affect them.
  • Record and communicate solution creation information in a timely manner
  • Populate the knowledge base with product and in-depth technical information
  • Ensure article is created & released for appropriate audience (external/internal)
  • Enhance individual performance and career developme
Job Requirements

BASIC QUALIFICATIONS

Education and Experience Requirements

Education

  • Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science

Or

  • High school education
  • Minimum of 3 years software related job experience (support/development)

Soft skills

  • Good English skills and local language skills if appropriate – Arabic is a must
  • Communication skills both written and verbal
  • Excellent team player
  • Problem management skills
  • Ability to prioritize in a fast-paced environment
  • Attention to detail
  • Ability to be focussed and a self-starter
  • Have a strong desire for quality
  • Sense of urgency
  • Analytical Skills
  • Ability to be available for 7x24 on call if required
  • Ability to work flexible working hours
  • Willingness to travel at short notice as required