Noc Specialist Level 1

2 weeks ago

Kuala Lumpur, Malaysia NCR Full time

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: NOC Specialist L1

Grade: 09

Position provides the first level of remote monitoring and management to growing base of global customers’ network equipment and IT systems. Responsibilities include responding to alarms and coordinating activities for incident resolution, notifying customers of events and ongoing status, and escalating issues to third parties and higher technical and managerial support.

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:

- 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

Languages: English B2 (written and verbal), with good understanding of technical English

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.

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