Job Information
NCR Atleos Software Support Engineer III in DUNDEE, United Kingdom
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
Position Summary
Position name : Software Support Engineer III
Planning sub-organization: NCR Software Support
Headcount function : Engineering Support Group
Headcount sub-function: ESP Software Support
Location: Dundee
Title Reports to: Billy McRitchie
Global Grade: 11
Position Description
The Software Support Engineer III 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.
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
Minimum of 6 years’ software related job experience (support/development)
Or
High school education
Minimum of 10+ years software related job experience (support/development)
Experience
Minimum 5 years’ experience within related LOB NCR Support, Engineering or PS Organisations
Minimum of 5 years’ experience supporting/developing NCR Aptra Vision, Gasper Vantage, Aptra Exchange or related products.
Minimum of 2 years’ experience supporting/developing NCR Aptra Vision 4.x.
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
Knowledgeable on assigned solution(s) to SME level and assists others with investigations
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
Prepare and deliver training on products and systems, as appropriate
Prepare various technical documents on technologies, customer environments, products and systems
Provide advice to engineering on new product designs
Input and guidance to engineering on potential resolution of product defects
Input and guidance to engineering on issues encountered during engineering field trial
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 minimal 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.
Critical site management, including:
multiple critical or urgent complex issues
Personal management of multiple issues for one customer
High priority issues, either technically or politically
Manage individual high priority issue affecting multiple customers
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)
Act as a Knowledge Domain Owner (KDO) representing respective team or organization in regards to centre level knowledge sharing requirements
Provide feedback to appropriate audiences to adjust the quality of Knowledge Articles
Provide direction for Software Support Engineers and other information providers creating articles to assure adherence to established standards
Identify opportunities with the specific knowledge domain to improve the knowledge creation process
Enhance individual performance and career development by focusing on technical areas and personal skills outside current areas of expertise
Continuously develop and maintain pertinent technical knowledge and troubleshooting skills
Assess personal skills and schedule training
Utilize knowledge of customer to enhance capability to meet customer needs
Develop technical knowledge on new emerging technologies based on relevant LOB
Work with management team to ensure NCR Software Support ability to deliver high level of customer service
Early adoption of new technologies
Lead controlled deployments
Managing all parties involved, producing reports and agreeing supportability
Occasionally work with LT on targeted special projects
Proactively search for trends in product quality and system issues and initiate corrective action
Perform a trend analysis using customer profiles and/or incident data to identify “preventative notification” opportunities
Work with product development/solutions managers to improve product design quality
Identify and where appropriate develop utilities/tools to assist with product support and/or customer support
Participate as requested as a Continuous Improvement Team Member
- Identify processes, products and services areas of improvements and team with other engineers to improve the process consistent with the NCR improvement approach
Soft skills
Good English skills and local language skills if appropriate
Communication skills both written and verbal
Excellent team player
Ability to work effectively in a team environment composed of peers and cross-functional members
Proactive and positive attitude
Decision making
Problem solving
Problem management skills
Ability to prioritize in a fast-paced environment
Interpersonal skills
Attention to detail
Ability to be focussed and a self-starter
Have a strong desire for quality
Sense of urgency
Ability to multi-task
Tact & diplomacy
Excited by the challenge of the unknown
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
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
Competencies
High Performer Characteristics
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.
Problem Solving/Decision Making
Readily draws from resources and uses this information to design creative solutions.
Demonstrates the ability to make good decisions and judgments
Communications skills (both verbal and written) with the ability to adapt to different audience levels
Experience of working in teams and independently
Ability to manage multiple complex tasks concurrently
Ability to take a comprehensive view of entire system to guide the problem investigation process with no assistance
Attributes
NCR Values
Respect for Others — We base our working relationships upon trust and respect. To be successful, we team globally across boundaries, valuing individual differences. We communicate openly and candidly with each other and extend our team spirit to partners, customers, and the communities in which we live and work.
Customer Dedication — We are dedicated to serving customers by leading our industry in understanding and anticipating customer needs. We create long-term customer relationships by consistently delivering quality, innovation and value that meet or exceed expectations.
Highest Standards of Integrity — We are honest and ethical in all our business dealings. We keep our commitments and admit our mistakes. We know our company’s reputation is built upon our conduct. We make the NCR name worthy of trust.
Commitment to Excellence — We are committed to uncompromising excellence. We set ever-higher quality standards and work together to continuously improve. We embrace creativity, encourage a growth-oriented culture, and apply innovation in our processes, ideas, products and services--to achieve best-in-class performance.
Accountability for Success — We take personal ownership for the success of our company. We are accountable for the resources entrusted to us. We perceive profit as the means to fuel new solutions for our customers, create opportunities for each other, and reward the financial trust of our shareowners, while applying all of our Shared Values.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.