IT Support Engineer

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Job Title: IT Support Specialist

Location: Dundee

Grade: 9

Workstyle: Hybrid (3 Days Office, 2 Days Remote)

SUMMARY

The position supports planning, implementing, and managing of the Business-Critical ATM Dispatch service currently run off the FiServ Device Manager solution. These services will probably migrate onto the Vision solution in future.

There is particular emphasis on ensuring that ATM fault dispatching profiles and related actions are accurate.

Resourcefulness is a necessary skill in this role. The position requires the ability to diagnose and resolve problems quickly. You should also have the patience to communicate with a variety of interdisciplinary teams and users. Your goal will be to ensure that our Device Manager solution runs smoothly and efficiently.

We provide critical internal and client performance reports. These are delivered through either SSRS or PowerBI reporting solutions which we are accountable for, this role includes creating and designing new reports and working closely with DBA as necessary to implement.

It’s likely that you will occasionally spend 10% of your time supporting in my other specialist teams either CoE neoterm support or Joono when holiday cover is required or at peak times.

PRIMARY DUTIES AND RESPONSIBILITIES

Proactively maintain and monitor Device Manager and Vision (in pilot already) services performing quality assurance for both North America, Canada and Europe with particular emphasis on the SQL service

Resolve the “Service Now” requests for issues and changes. This includes client and ATM updates, Report Creation and Maintenance linked to the Device Manager / Vision service and the ATM estate

Create and run data analysis and extracts as required by both operational and business teams

Create and maintain new Splunk Dashboards extracting/inputting information from database

Systems administrator maintenance of Device Manager and Vision application at the direction of the IT manager

Identifies automation opportunity and implements system monitoring, corrective action, system refreshes, hardware replacements, software upgrades, and application modifications

Troubleshoots network(s), infrastructure, or application issues, identifies root cause, establishes return to service, evaluates/develops/implements/documents mitigation strategies

Escalation management. Initiate escalation (Bridge Call) and work with multiple specialist team to resolve a Problem. Support RCA

Identifies and proactively seeks opportunities to implement process improvements, documents technical diagrams and procedures

Interacting with IT staff or vendors in performing dynamic testing, support and troubleshooting functions with very little to no supervision

Monitor virtual server performance and capacity to ensure optimum performance

Participate in on-call support for after-hours systems related emergencies

Complete assigned projects in a timely manner and produce documentation as required

Provide support for miscellaneous DM communications tasks, as needed

Perform other duties as assigned

Individuals possessing the following skill sets are encouraged to apply:

QUALITIFICATIONS

Excellent troubleshooting skills

Strong attention to detail

Must be a team player

Good oral and written communication skills

Tenacity to master both technical and relational aspects of project management

Tenacity, to see projects through from start to finish

Positive, self-motivated individual who can complete tasks independently

Ability to work directly with other support teams for issue resolution as well as projects

Appetite to continuously refine skills and drive career progression; Must be open to feedback

Self-starter who isn’t afraid to ask questions and explore ways to improve processes

Customer service mindset; emotional intelligence; willingness to explore creative solutions

Adaptability, to work across different solutions and teams

Passion for new technologies and being ahead of industry trends

TECHNICAL SKILLS

Experience in creation and maintenance of Stored Procedures in database structures

Understanding of database table structure and contents

Experience in working on SSRS and PowerBi reporting solutions

Expert in Windows server operating systems

SQL Server suite

Splunk Extensible Data

Solid understanding of LAN/WAN networking

Ability to develop reports/dashboards on-demand with Splunk's extensible data platform

Understanding knowledge of firewalls, routing and switching, and internal/external load balancing (LAN/WAN)

Microsoft Office Tools

SYSTEMS INVOLVED

FISERV’s Device Manager Product for ATM monitoring and dispatching service

Microsoft VMware Virtual Machines

Various Internal Databases (CORE, WebTools….)

EDUCATION AND/OR EXPERIENCE

Bachelor’s degree in a related field preferred or equivalent work experience

2+ years’ experience required in MS SQL Server and SSRS report creation and data mining skills and fundamentals of statistics

Minimum 2 years’ experience in a technical troubleshooting role

Minimum 2 years’ experience supporting Microsoft Windows environments

Minimum of 2 years’ experience working in Information Technology

Offers of employment are conditional upon passage of screening criteria applicable to the job.

• EEO Statement
• NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

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