NOC L1 Specialist

About NCR
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise
provider in the financial, retail and hospitality industries. NCR is
headquartered in Atlanta, Georgia, with ‎36,000 employees globally. NCR is a
trademark of NCR Corporation in the United States and other countries.

Title: NOC L1 Specialist
Location: Giza, Egypt
Key Areas of Responsibility:
* Primary function of role is to pro-actively and re-actively monitor and respond to events, error conditions and threshold events in customer networks and systems; This includes generating or verifying the generation of incidents for all issues detected or reported and ensures the prompt delivery of service to meet our contractual terms and conditions within Service Level Agreement guidelines
* Working in a multi-vendor environment, supporting ‎140+ customers worldwide
* Answering customer and vendor incoming calls for ticket (Incident, Change) status update or creation
* Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines; Remotely resolving incidents within their capability and implementing known solutions to known issues
* Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress
* Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
* Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools
* Initiate dispatch of NCR Customer Engineers or third-party maintenance providers when required
* Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
* Successful completion of all appointed training courses and achieve certifications; Self-study is encouraged
* Role requires flexibility in working hours within ‎24/‎7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected

Pre-requisites:
* CompTIA Network+, CCNA Routing & Switching or equivalent networking background
* High school diploma required/University degree preferred
* Relevant work experience ‎1+ year preferred
* General knowledge of remote support technologies and strategies

Skill Requirements:
* Languages: English B2 (written and verbal), with good understanding of technical English
* Exposure to IT Troubleshooting processes
* Exposure to service management tools for tracking tickets
* Good general IT knowledge and skills
* Good MS Office knowledge
* Good interpersonal skills
* Good verbal and written communication skills

Special Requirements:
* Taking ownership of customer requests
* Ability to follow procedures
* Ability to perform under pressure
* Innovative attitude, stress resistant, team player, flexible
* Independent worker, logical thinker
Offers of employment are conditional upon passage of screening criteria
applicable to the job.
EEO Statement
Integrated into our shared values is NCR'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 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 has an ongoing responsibility to
respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR
preferred supplier list. Please do not forward resumes to our applicant
tracking system, NCR employees, or any NCR facility. NCR is not responsible
for any fees or charges associated with unsolicited resumes.