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Job Description
POSITION SUMMARY:
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.
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
- KEY AREAS OF RESPONSIBILITY:
- Offer input and gain knowledge as a subject matter expert on products, systems, and services
- Knowledgeable 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
- Very knowledgeable on specific areas of solution(s) to SME level and can assist others with investigations
- Basic knowledgeable on 3rd party products used within customer solutions
- Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role
- 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.
- Work with product developers to assess and create product alterations and contribute to long term solutions
- 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
- Customer escalation management with some assistance (Incidents identified as escalated by NCR Software Support Manager)
- Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.
- 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&
Job Requirements
BASIC QUALIFICATIONS:
Education and Experience Requirements
- Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science
- Minimum of 3 years’ software related job experience (support/development)
Or
- High school education
- Minimum of 7 years’ software related job experience (support/development)
Technology and Engineering Skills
- Ability to research problems with no known solutions and design solutions for identified problems
- Comprehend and apply engineering concepts in a solution creation support environment
- Ability to understand the engineering processes, principles, methods, and techniques
- Qualified to degree level or equivalent work experience in a software discipline
- Technical knowledge of Self Service Software
- Beneficial to also have a working knowledge of Self Service Hardware
- Ability to start and investigate issues out with specialist or familiar technical area with no or minimal assistance
- Leader in technical field for team and principle contact for expertise in multiple subjects.
Soft skills
- Good English skills and local language skills if appropriate– Arabic is a must
- Communication skills both written and verbal
- Ability to work effectively in a team environment composed of peers and cross-functional members
- Ability to prioritize in a fast-paced environment
- Attention to detail
- 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
