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For Companies At a Glance
- Tasks: Investigate and resolve ATM hardware issues while collaborating with various teams.
- Company: Join NCR Atleos, a leader in banking technology focused on customer success.
- Benefits: Enjoy a competitive salary, bonuses, and attractive benefits.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: Strong communication skills and technical competence are essential; training provided.
- Other info: Ideal for motivated self-starters who thrive under pressure.
The predicted salary is between 32000 - 48000 £ per year.
Automated Teller Machine (ATM) Hardware Level 3 Support Engineer
Location: Dundee
salary £40-45K + Bonus + Attractive bonus and benefits
Position Summary & Key Areas of Responsibility
The Hardware Level 3 Support Engineer is the corner stone of the NCR Atleos \”Customer Success\” philosophy. Working closely with multiple internal departments and external vendors, this role requires:
- efficient deep-level technical investigation of issues reported on NCR Atleos banking hardware, by working with engineering and other NCR Atleos departments to ensure prompt resolution
Primary Responsibilities
- Deep-level Technical Investigation:
- Follow and provide feedback to improve Hardware Level 3 support processes.
- Provide deep-level technical support to investigate & resolve hardware-related issues globally reported by Level 2 support teams and partners.
- Characterize reported issues and raise & track resolution with the relevant engineering teams.
- Enhance customer service by dealing with all incidents professionally and adhering to Hardware Level 3 support guidelines.
- Maintain ownership of the customer’s support incident at all times.
- Ensure customers are kept updated with the current status of the investigation.
- Actively participate in making the team a success by achieving the team objectives.
- Reduce problem rediscovery by recording and communicating solution creation information in a timely manner.
- Identify and implement ideas, tools and processes that will assist with individual and team performance and improve customer satisfaction.
- Gain knowledge with the goal of becoming a subject matter expert.
Desired Skills and Experience
- Superior interpersonal skills with the ability to confidently and effectively communicate with the reporting team, engineering and other teams within NCR, ranging from technical to non-technical key players.
- Motivated self-starter with a strong work ethic and ability to work effectively under pressure
- Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc.
- Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans.
- High sense of urgency and ability to deliver consistent results and world-class customer satisfaction.
- Excellent prioritization and time management skills in a fast-paced, interrupt-driven environment.
- Highly attentive to detail in both written and oral communication.
- Process-oriented work ethic with experience in holding others accountable to the established escalation process/protocol.
- Candidates must be technically competent in the solutions supported by the team with a deeply process- and detail-orientated mind-set where strong critical thinking skills are mandatory. Training will be provided on the supported hardware solutions.
- Create a passion for “Customer Success” in challenging cross-functional situations.
- Characterize customer issues, question available information, seek clarity, analyze data and take action based on findings to drive resolution for the customer.
Desirable Skills
- Strong experience in a direct customer-facing role managing critical incidents and escalations
- Experience in a technical support role, QA role, Services role or Engineering role
- ITIL experience
Automated Teller Machine (ATM) Hardware Level 3 Support Engineer employer: NCR Atleos
Contact Detail:
NCR Atleos Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Automated Teller Machine (ATM) Hardware Level 3 Support Engineer
✨Tip Number 1
Familiarize yourself with NCR Atleos' hardware solutions and their common issues. Understanding the technical aspects of the products will help you communicate effectively with both customers and engineering teams.
✨Tip Number 2
Develop your interpersonal skills by practicing clear and concise communication. This role requires you to interact with various teams, so being able to convey technical information in an understandable way is crucial.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled critical incidents in the past. Highlighting your experience in managing escalations will demonstrate your capability to thrive under pressure.
✨Tip Number 4
Emphasize your process-oriented mindset and attention to detail. Being able to document incidents and follow established protocols is key to success in this role, so be ready to discuss your approach to these tasks.
We think you need these skills to ace Automated Teller Machine (ATM) Hardware Level 3 Support Engineer
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the ATM Hardware Level 3 Support Engineer position. Understand the key responsibilities and desired skills, as this will help you tailor your application to highlight relevant experiences.
Highlight Technical Skills: Emphasize your technical competencies related to ATM hardware and support processes. Provide specific examples of how you've successfully resolved technical issues in previous roles, showcasing your problem-solving abilities.
Showcase Interpersonal Skills: Since the role requires strong communication with various teams, include examples that demonstrate your interpersonal skills. Mention situations where you effectively communicated complex technical information to non-technical stakeholders.
Detail Your Experience: In your CV and cover letter, detail your experience in customer-facing roles and any relevant ITIL or technical support experience. Use metrics or specific outcomes to illustrate your impact in previous positions.
How to prepare for a job interview at NCR Atleos
✨Show Your Technical Expertise
Be prepared to discuss your technical knowledge related to ATM hardware and any relevant experience you have in troubleshooting. Highlight specific instances where you've successfully resolved complex issues, as this will demonstrate your capability to handle the responsibilities of the role.
✨Demonstrate Strong Communication Skills
Since the role requires interaction with various teams and customers, practice articulating your thoughts clearly and confidently. Use examples from your past experiences to showcase how you've effectively communicated technical information to both technical and non-technical stakeholders.
✨Emphasize Customer Success
Prepare to discuss how you prioritize customer satisfaction in your work. Share examples of how you've gone above and beyond to resolve customer issues and ensure their success, aligning with the company's 'Customer Success' philosophy.
✨Be Process-Oriented
Familiarize yourself with process-oriented thinking and be ready to discuss how you adhere to established protocols. Provide examples of how you've implemented or improved processes in previous roles to enhance efficiency and accountability.
