IT Support Engineer in Dundee

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

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 teams 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.

QUALIFICATIONS

• 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.
• 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.

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, colour, 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.