Software Support Engineer - Level 3

A single point of contact for Problem Root Cause Analysis, Managing the implementation of corrective and preventative measures against assigned problems.

Provide 3rd level technical knowledge and Support to the Support Organisation and Customer across all products supported by the L2 Support Team. Transferring knowledge of workarounds for Known Errors and new technologies to the L2 Support Team.

Providing continuous improvement to the support Organization and/or Customer through the creation of tools, scripts, dashboards, reports etc.

Responsibilities

• Investigate Root Cause of assigned problems, deliver resolution and/or Error identification  
• Coordinate as necessary with other Support Team(s), vendors to deliver resolution actions for Problems and Known Errors
• Provide best available Work-around for incidents related to unresolved Problems/Known Errors
• Monitor progress on the resolution of Known Errors.        
• Provide pro-active trend analysis
• Work with Product and Project team to review and approved proposed changes within supported environments
• Where required work with Project teams as the Product Champion for new technologies

Accountabilities

Process

• Adhere to NCR Policies and Methodologies and those of the customer (if working on site or governed by these policies)
• Use industry Best Practice
• In depth understanding of the Retalix / NCR IT systems, environment and development paths as well as those of our clients
• Understand the customer’s business
• Work in a team environment
• Complete other related tasks as required by key stakeholders

Skills

• Knowledge of Windows Server operating system architecture and security
• Understanding of Microsoft applications

• Strong problem solving and root cause analysis skills
• Scripting/Coding skills in PowerShell, SQL Queries, C# - an advantage
• Relevant technical skills required to perform daily tasks, this could include (but not limited to) skills in areas such as : MSSQL, Splunk, RabbitMQ, SCCM, .NET, SharePoint, IIS, Internet Protocols such as SSH, FTP, SFTP and HTTP.

Competencies

• Problem-solving skills with an emphasis on resolution of complex technical problems
• Excellent analytical and trend analysis skills
• Have innovative, technical, and creative approach
• Ability to handle multiple tasks
• Excellent verbal and written communication skills
• Excellent time management skills
• Passion, drive and ‘can do’ attitude
• Ability to work in a team environment as well as independently
• Ability to provide courteous, professional, and efficient service to company clientele
• Customer service orientated
• Ability to build relationships

Experience

• 5-6 years’ experience as client facing technical support
• Experience with performing and coordinating RCA and trend analysis
• Experience in high tech customer support and in on-job support at customer sites – an advantage
• Previous experience/knowledge of Retail systems and environments - an advantage

Obligatory

• Participation in 24*7 after hours support roster.
• Willingness to undertake training as required and apply knowledge to improve IT
• Ability to work standby shifts (including weekends and holidays)
• Willingness to undertake overseas travel on occasion

Education

• Relevant technical education (electronics/computers science/engineering) – obligatory