Automated Teller Machine (ATM) Hardware Level 3 Support Engineer
Location: Dundee
salary £40-45K + 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
1. 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, 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.
* High sense of urgency and ability to deliver consistent results and world-class customer satisfaction.
* Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment.
* Highly attentive to detail in both written and oral communication.
* Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol.
* Candidates must be technically competent in the solutions supported by the team with a deeply process- and detail-orientated mind-set where strong critical thinking skills are mandatory. Training will be provided on the supported hardware solutions.
* Create a passion for “Customer Success” in challenging cross-functional situations.
* Characterize customer issues, question available information, seek clarity, analyze data and take action based on findings to drive resolution for the customer.
Desirable Skills
* Strong experience in a direct customer-facing role managing critical incidents and escalations
* Experience in a technical support role, QA role, Services role or Engineering role
* ITIL experience