- Accountability
- Responsible for the operations of a small workgroup.
- Ensure team members understand their roles and responsibilities.
- Monitors team performance and provides feedback.
- Product Skills and knowledge
- Basic knowledge across the related NCR Atleos product range, including all currently released and supported solutions.
- Knowledgeable on assigned solutions. Capable of investigating issues with occasional assistance.
- Understands basic functionalities and features of the product.
- Provides initial troubleshooting and support for common issues.
- Troubleshooting
- Gathers and analyzes information, formulates and tests hypotheses for issues.
- Identifies, designs, develops, and validates solutions for straightforward issues.
- Utilizes basic troubleshooting tools and techniques.
- Minimal issue recreation with assistance.
- Process Adherence
- Follows established processes and procedures for incident management.
- Owns assigned issues until closure, ensuring regular communication updates.
- Keeps customers updated with the status of investigations as per SLA guidelines.
- Knowledge Capture
- Creates knowledge articles with occasional assistance.
- Collaboration
- Works effectively with team members to resolve straightforward issues.
- Communicates clearly and follows established protocols when interacting with other departments.
- Participates in team meetings and contributes to discussions.
Technical Qualifications
- Knowledge of Web Applications.
- High-level knowledge of Relational Databases and DB structures.
- Java technologies and relational databases.
- Knowledge of Tomcat, Webservices SOAP / REST API calls.
- Microsoft Windows technologies.
- Knowledge of Linux OS & basic commands would be beneficial.
- Basic understanding of Cloud-based technologies and solutions (Amazon Web Services, Microsoft Azure, etc.).
Basic Qualification/Experience
- Bachelors degree in a computer/science-related field; typically, software engineering, electronics, information systems, or a related field. 4 to 5 years of experience in a support role will be an advantage.
