SW Support Engineer

• 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.