Support Software Engineer
Plano, TX

Job Description

About NCR

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.

SW Support Engineer supports the DAX application and its associated elements remotely, working directly with customers to diagnose and resolve issues. The SW Support Engineer may also consult with Professional Services and Development for problem determination and resolution of customer issues. The SW Support Engineer may assist in the implementation of resolutions to identified problems, following standard practices and procedures. In addition, the SW Support Engineer will identify, record and proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.

Essential Duties and Responsibilities: (Not listed in order of importance. Other duties may be assigned.)

* Review incoming and existing customer incidents in Incident Management system, including updating tickets with current information and managing tickets to SLA.
* SW Support Engineer is the "Face of NCR" for customer contacts, communications and ongoing updates. Previous experience in a high pressure, fast paced IT customer service organization required.
* Monitor and respond to Help Desk assigned issues within established SLAs. Update tickets and customers as necessary, compliant with Severity of issue and SLA expectation. Confer with and escalate issues to higher level resources if resolution is not obvious or might require system configuration changes. Escalate appropriately to Professional Services or Development.
* Confer with systems analysts, engineers, programmers and others to obtain information on system limitations and capabilities, performance requirements and interfaces.
* Communicate frequently with customer on current status of issues. Communicate availability of defect resolutions and work with customer to install and test in their environment. Act as liaison between customer and higher level resources to resolve issues associated with defect resolution.
* Keep management informed of sensitive or potentially sensitive customer escalations.
* If issue is determined to be a "bug," utilize the appropriate engineering application to record details of issue. Perform quality assurance testing of software system fixes and validation of procedures, programming, and documentation.
* With direction from Development when necessary, modify existing software to correct errors, allow it to adapt to new hardware, or to improve its performance.
* Consult with customers about software system design and maintenance.
* Monitor equipment functioning to ensure that settings are configured to permit optimal performance.
* SW Support Engineer may assist remotely in the installation of new customer environments and upgrades to existing software. Provide first line troubleshooting for issues reported by customer.
* Assist in the modification of software systems, to include testing and QA activities by using scientific analysis and mathematical models to predict and measure outcome and consequences of design.
* Develop and direct software system testing and validation procedures, troubleshooting processes and documentation.
* Perform other duties as required.

Qualifications:


* Thorough knowledge of Microsoft SQL Server and ability to write complex scripts.
* Thorough knowledge of Microsoft Windows operating server environment.
* Planning and organizational skills necessary to prioritize and coordinate workload within a multiple project setting.
* Proficient verbal communication and writing skills to formally document and present analyses and proposals.
* Demonstrated ability to interact primarily with peers, supervisors, application end user managers, with local IT personnel, and to work cooperatively in a teamwork environment. The ability to occasionally interface with senior management for information exchange.
* Ability to read, write and analyze moderately complex technical manuals, operating procedures and communicate effectively by email, reports, or orally, with an audience that may include less technically oriented abilities.
* Effectively manage multiple projects and personnel simultaneously.
* Provide 24x7x365 support responsibilities.
* Experience with NCR Demand Driven Replenishment system highly preferred.
* Experience in retail, grocery, convenience store or other high volume supply chain industries preferred.
* Prior high volume Help Desk type customer support experience (working directly with customers and incident management systems) highly preferred.

Candidate must be authorized to work in the US.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity. 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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.