Technical Support Specialist

About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and
running technology platforms for self-directed banking, stores and
restaurants. NCR is headquartered in Atlanta, Ga., with ‎38,000 employees
globally. NCR is a trademark of NCR Corporation in the United States and other
countries.
Title: Technical Support Specialist
Location: Cairo, Egypt - hybrid
Grade: ‎8
Job Duties
* Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
* Receiving, tickets via ticketing system, telephone, and email
* 1st line support - troubleshooting of IT
* Troubleshoot basic network issues and pulling the logs and investigation
* Escalate unresolved calls to the next level support team
* To maintain a high degree of customer service for all support queries and adhere to all service management principles
* Respond to emergency situations and be on-call as assigned
* Maintain compliance with company training and required read/reviews
* Perform other related duties as required or assigned by team lead or manager
Job Requirements
* Problem solving skills
* Ability to clearly present technical information
* Knowledge of scalability and load balancing
* Capacity to improve processes
* Ability to tune performance of networks, databases, and software
* Knowledge of techniques for maintaining relationships with vendors
* Perform technical problem resolution, including analysis, trouble isolation and repair.
* Responsible for analyzing, testing, isolating, and repairing network and customer issues
* Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels
Preferred Job Experience
* Bachelor's Degree in Engineering.
* CCNA or pass other security manufacturer certified training is preferred.
* Experience in dealing with Projects management.
* Experience in Product selection and solution design.
* Excellent public speaking skills and Good at making presentations.
* Sensitive and always updated to new technology.
* Strong logic and a sharp ability to locate technical issues.
* Enthusiastic and responsible.
* Good command on written and spoken English, experience in making testing reports and feedback would be an advantage.
* Associates Degree or four years of equivalent experience
* Interact daily with clients and end users to provide troubleshooting resolutions relating to software applications
* Document all Help Desk interactions, including client information, problem description, suggested resolution and results
* Prepare weekly report for managers covering recurring errors, failed troubleshooting solutions and suggestions for developers
* Assist during implementation of new or updated software, including providing on-site training to end users
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.