Automated Teller Machines - Hardware Level 3 Support / Customer Engineer(ATMs)
Location: Dundee
salary £40-50K + Bonus + Attractive bonus and benefits
Position Summary & Key Areas of Responsibility
The Hardware Level 3 Support Engineer is the corner stone of the NCR Atleos "Customer Success" philosophy. Working closely with multiple internal departments and external vendors, this role requires:
* efficient deep-level technical investigation of issues reported on NCR Atleos banking hardware, by working with engineering and other NCR Atleos departments to ensure prompt resolution
Primary Responsibilities
* Deep-level Technical Investigation:
* Follow and provide feedback to improve Hardware Level 3 support processes.
* Provide deep-level technical support to investigate & resolve hardware-related issues globally reported by Level 2 support teams and partners.
* Characterize reported issues and raise & track resolution with the relevant engineering teams.
* Enhance customer service by dealing with all incidents professionally and adhering to Hardware Level 3 support guidelines.
* Maintain ownership of the customer’s support incident at all times.
* Ensure customers are kept updated with the current status of the investigation.
* Actively participate in making the team a success by achieving the team objectives.
* Reduce problem rediscovery by recording and communicating solution creation information in a timely manner.
* Identify and implement ideas, tools and processes that will assist with individual and team performance and improve customer satisfaction.
* Gain knowledge with the goal of becoming a subject matter expert.
Desired Skills and Experience
* Superior interpersonal skills with the ability to confidently and effectively communicate with the reporting team, engineering and other teams within NCR Atleos, ranging from technical to non-technical key players.
* Motivated self-starter with a strong work ethic and ability to work effectively under pressure
* Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc.
* Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans.
* 5+ years of related ATM HW support experience