SW Support Engineer I

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. JOB TITLE: Software Support Engineer I
TEAM: Software Support
LOCATION: Cairo, Egypt POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY The Software Support Engineer I works in an exciting technical environment, resolving, recreating, and providing solutions to customer problems. They communicate with internal and external organizations to resolve problems whilst maintaining full ownership through to solution. The successful candidate would work in a fast-paced engineering environment, investigating and resolving problems. The customer base includes a considerable number of countries and cultures, ranging from multi-national financial institutes to local community banks in mature, established and developing markets. The position involves being in contact with the locally based technical teams dealing with these customers. This position may include the need for on-site travel when required as part of any given investigation. The role requires a progressive, adaptable individual who is looking to grow their technical and personal skills. It involves working in a very varied environment on a daily basis with technologies, customer base and problems that are constantly evolving. The position involves various areas of scope including:

• Support coverage over multiple software product lines.
• Maintaining ownership of complex software solution issues, debugging to product and component/configuration level and recreating in a lab environment when necessary
• Exhibiting and driving customer focused requirements to provide a relevant solution to the reporting technical team.
• Managing multiple issues of varying complexity and stage of investigation at any given time with the principle focus of customer satisfaction.
• Being the principle cornerstone at centre of all communications between all relevant teams as part of support investigations.

The successful candidate should display the following proficiencies: 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 support environment.
• Ability to understand the engineering processes, principles, methods, and techniques
• Qualified to degree level or equivalent work experience in a software discipline

Problem Solving/Decision Making

• A clear and logical approach that demonstrates the ability to make good decisions and judgments
• Good communications skills (both verbal and written) with the ability to adapt to different audience levels
• Have the capability of working in teams and independently
• Ability to manage multiple tasks concurrently
• Ability to take an overview of entire system to guide the problem investigation process
• A keen learner who is ready to develop skills that demonstrate good judgement when analysing details as part of a technical investigation.
• Exhibit good analytic skills and the ability to grow these skills.
• Show a practical and enthusiastic approach to recreate problems in a lab environment and record any relevant details.

Specific skills and competencies for Financial Deep Level Support

• Providing deep level support on all standard NCR Atleos released software products. Characterising issues and isolating the problem to specific product and component level but may require assistance
• Have overall systems knowledge.
• Require to own and drive complex technical incidents through to satisfactory conclusion for the customer and taking lead of the technical direction of investigation.
• Have the technical acumen and complete solutions knowledge to extract and request relevant details as part of investigation.
• Ability to analyse relevant logs and tracing and extract relevant details and understand the relationship of the details across different products.
• Ability to communicate complex and detailed points to relevant audiences.
• Display leadership skills to manage and drive incidents where multiple and cross-functional resources are investigating.
• Require to document investigation details and path clearly and concisely.
• Ability to see relevant patterns or characteristics to an issue.

Qualifications To be considered for this role the candidate must possess the following level of education and experience:

• Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually computer engineering, or computer science

Or

• High school education
• Minimum of 3 years software related experience (support/development)

Languages

• Arabic and English (fluent, spoken and written)

Beneficial Skills

• .NET/C#/Java/JavaScript/HTML
• Networking/Communications knowledge
• Client/Server technologies

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.
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