Software Support Analyst

About NCR Atleos

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

High Level Description:

The Software Support Specialist is an entry-level role designed for recent graduates. The incumbent will receive training and mentorship while supporting software incidents, troubleshooting technical issues, and developing expertise across assigned software solutions and products. The role provides an excellent opportunity to build practical experience in software support, customer service, and technical problem-solving.

High Level Responsibilities:

Develop knowledge of assigned software solutions and products through structured training and on-the-job learning. Perform initial troubleshooting and incident triage. Analyze logs and gather diagnostic information to assist in issue resolution. Escalate complex incidents to senior team members when required. Recreate customer-reported issues in test environments under guidance. Maintain accurate ticket updates and documentation. Deliver support in accordance with established service levels and processes.

Typical Qualification:

Bachelor's degree in Computer Science, Software Engineering, Information Systems, Electronics Engineering, or a related technical field. Recent graduates are encouraged to apply. Relevant internship, academic project, or university laboratory experience is considered an advantage.

Minimum Experience Range:

0-2 years of relevant experience. Previous internship or placement experience in a technical environment is desirable but not required.

Skillset:

Strong written and verbal communication skills in English. Analytical and problem-solving mindset. Ability to follow defined support processes and procedures. Strong attention to detail. Customer-focused approach. Ability to manage multiple priorities effectively. Team-oriented attitude and willingness to learn. High level of integrity and professionalism.

Solution/Product Skills:

Basic understanding of software applications and operating systems. Ability to learn assigned software solutions and related business processes. Familiarity with troubleshooting concepts and diagnostic techniques. Exposure to databases, networking, or software development concepts is an advantage. Familiarity with log analysis tools and techniques is desirable. Willingness to continuously develop technical knowledge and product expertise.

Troubleshooting:

Gather information and perform initial issue analysis. Follow documented troubleshooting procedures and best practices. Utilize standard tools to collect diagnostic information. Recreate simple issues where appropriate. Escalate complex issues to senior specialists while providing complete supporting information.

Process Adherence:

Follow established processes and procedures for incident management. Ensure customers are kept updated on investigation progress in accordance with SLA requirements. Maintain accurate and complete support documentation. Contribute feedback for improvements to support processes and knowledge resources.

Knowledge Capture:

Assist in creating and maintaining knowledge articles and support documentation. Share lessons learned and best practices with the wider team.

Collaboration:

Work effectively with team members and cross-functional teams to resolve customer issues. Seek guidance and mentorship from senior specialists. Actively participate in team meetings, training sessions, and knowledge-sharing activities. Contribute to a positive and collaborative team environment.

#Li-GB2 #Li-Hybrid

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
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, color, 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.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.