Level 2 Support Engineer - Afterhours
About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals - from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small - from the best-known brands around the world to your local favorite around the corner.
Job Summary
Coordinate the resources required to manage problem resolution for NCR products and services, remotely, through phone call, email or chat
Job Responsibilities
Primary role is to coordinate and provide services in a profitable environment that supports our values and the business as a whole.
Isolate problems and create resolution plans; Log problem resolution and maintains databases;
Support the resolution of known software problems to be fixed in later releases;
Prepares standard reports to ensure Service Level Agreement is represented accurately
Works directly with the customer, internal stakeholders or customer engineers to understand the problem, and retrieve complex known solutions using available systems, tools, and resources to resolve the customer's problems;
Responsible for developing or collaborating with a Solution Engineer to develop the problem isolation, solution creation, and solution implementation plan defined by the Incident Management Process (IMP) to help resolve the customer's problem
Performs additional troubleshooting activities, escalates problems to the appropriate party(s), and assists in communicating the solution to the customer; Number and type of systems and customers supported will be dependent on the candidate's technology, product, and project management skills
Perform Problem Management analysis to isolate problems and to avoid future issue recurrence
Qualifications & Requirements
At least 2 years experience in Software Engineer field (with background Java, C++, C#) or similar experience in Retail or Retalix industry
Good knowledge on POS (Point of Sale) or SCO (Self-Check Out) system
Ability to create and read batch scripting, read logs, database management
Ability to do SQL Queries and create script would be an added advantage
Strong technical background
Good analytical and problem solving skills
Proficient in MS Office and understanding of Windows-based applications/tools
Knowledge of relevant software computer applications and equipment
Good interpersonal and communication skills, verbal and written as well as listening skills
Should have good communication skills and would able to communicate with overseas customers
Candidate with multiple language proficiency are an added advantage
Desired Attributes
Pleasant and enthusiasm in customer engagement.
Good listener with planning, coordinating and resolving skills.
Able to perform shift work, day and night shift full-time position(s) available.
Comfortable with night shift schedule.
Willing to work on weekend and public holidays.
Working location: Bangsar South City, Kuala Lumpur, Malaysia
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.
Job ID R0146163
