Title: Technical Support Specialist 
Location: Belgrade, Serbia (hybrid)
Grade: 9

Position Description and major responsibilities:

•  As a Technical Support Specialist you will provide support to Customer Engineers who generally will be onsite at a customer location and requiring technical assistance. 
•  The support will include problem identification, analysis, diagnosis and resolution.
•  The TSS will utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems.
•  The TSS is responsible for ensuring that solutions provided are successful.
•  If no known solution can be identified, the TSS is responsible for the escalation to other support centers where deeper level skilled personnel are available. 
•  The TSS retains ownership of all escalated problems/issues through to resolution. The TSS is also responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual requirements require. 
•  You will provide input to the Knowledge Systems as and when required.
•  You will co-ordinate with other Service Coordinator and ATM Management Center in providing part numbers and other technical details pertaining to a specific Customer.

  Capabilities:

•  Prior work experience in a customer support or technical support role is required, with experience supporting customers in the Retail & Financial sector being highly desirable.
•  Experience as a field-based customer engineer supporting PC and retail & financial systems would also be favorably considered.
•  Fluency in English, both oral and written is a must 
•  Tertiary qualification in Engineering or related field, from University or College is desirable.
•  Prior Knowledge of retails equipments as 7350,7348,7988,7197…. and ATM 5886,6634 7671 is desirable (but not essential) or equivalent knowledge level. 

  Technical Skills:

•  Working knowledge of Windows 95, 98, 2000, NT and/or XP & Win 7, Win 10.
•  A high level understanding of communication and networking technology (TCP/IP and other network protocols).
•  A high level knowledge of PC hardware equipment and utilisation (printers, scanners, modems, network cards). 
•  Knowledge of retails systems (hardware and application software) and experience troubleshooting problems in that environment is highly desirable.

  Personnel Skills:

•  Listening and communication skills.
•  Analytical skills. 
•  Problem solving skills.
•  Strong team player.
•  Self-starter.

  Education and Experience Requirements:

•  4-year technical degree or 3-year technical diploma preferred or equivalent experience
•  PC literacy 
•  Keyboard proficiency 
•  Understanding of Windows-based applications/tools
•  Good English communication skills & telephony etiquettes