L3 Support Engineer

2 months ago

Hyderabad, India NCR Voyix Full time

Title: L3 Support Analyst

Skills Required: L3 Support, .Net, Networking, SQL, Powershell, API's

Grade: 10

Location: Hyderabad Mixed Use Office


POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY


Production Support

• Provide 3rd-level technical software application support and resolve customer cases.

• Diagnose and solve technical issues at the 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 the environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds.

• Configuration and Development.

• Communicate customer hot-fix to the production environment.

• Help L2 / Customers solve technical issues by providing solutions.

• Provide troubleshooting and verify configuration stability.

• Customer Management and Training.

• Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction.

• Ensure knowledge transfer via documentation and hands-on training to other teams including 1st and 2nd level teams.

• Desired Skills and Experience.

• Ability to work on shifts to cover US Hours and After hours.

• On-call Support (rotation between team members).



BASIC QUALIFICATIONS

• A minimum of 3 -5 years in a Technical support role is required, providing support to the Retail industry (highly desirable)

• Strong technical background.

• Strong customer-facing and communication (written and verbal) skills.

• The ability to work with remote teams including after-hours and weekends where required.

• The ability to work on P1 incidents after hours and on weekends where required.

• Previous experience in software Support (Mandatory) and providing support to the Retail industry (highly desirable).

• Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers Microsoft .NET Framework IIS 7, SCCM and Virtual servers, Linux.

• Team player, self-time management, Responsible and Independent.

• Quick and self-learner.



PREFERRED QUALIFICATIONS\SKILLS

• Previous experience working with retail software systems (POS) Microsoft .NET Framework

• System Analysis: Event logs, Logging

• Scripting: batch, VB, PowerShell an advantage.



Application Support

NCR revolutionized business transactions bringing the Cash Register to international prominence and opening one of the world's first sales schools. Today, NCR celebrates more than 125 years of business and continues to be the face of innovation, bringing to market state-of-the-art solutions that make headlines and constantly push the boundaries of technology.

Our NCR self-service, assisted-service and point-of-sale solutions are found in over 150 countries across the globe. Our core industries are financial and retail. The extensive NCR solutions portfolio also serves the travel, healthcare, food and hospitality, entertainment and gaming, and government and public sector industries. Recognizing that more consumers favor self-service as part of their everyday lives, NCR has taken the lead in offering the "anywhere, anytime" convenience that today's consumer's demand.

• Leading US retailer

• Competitive salary

• Career progression with a global leader

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