**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. **Title: BlackBerry L1 Agent** **Location: Belgrade, Serbia** **Grade: 7** Position Summary & Key Areas of Responsibility: Primary role for this position is providing first level IT support for Customer’s employees and being the primary point of contact for all IT related issues in the Customer’s enterprise environment. The agents will be assigned with the following tasks: + Troubleshooting and triage of a wide array of technical support and system issues + routing customer requests to appropriate departments with adequate permissions if the requests/issues could not be resolved by the first level support + Dealing with hardware, networking and application support and related issues reported to the helpdesk via the Ticketing system / email / phone calls / Live chat + Investigating and documenting incident root cause and resolution as well as implementing remote fixes for documented and undocumented issues and/or walking users through problem solving process if remote connection is unavailable + Communication with other IT Departments present in the Customer’s IT Environment + Attempting to isolate the root cause of the problem or symptom to the specific piece of software or component, (e.g., server application system level, database level, network component). + Responding in a timely manner to service issues and requests. Tracking and updating reported issues in the Customer ticketing system and providing status information; assigning and distributing workload to meet the service level agreement + Acquiring, improving, and applying knowledge of troubleshooting techniques and desktop diagnostic tools Candidate profile and qualifications: + Fluent in speaking and writing of English language + Good interpersonal skills and ability to work well with as a part of a larger team + General IT HW/SW installation and maintenance, MS Windows and Linux installation, basic networking knowledge + Familiarity with Active Directory integration and basic understanding of the same Offers of employment are conditional upon passage of screening criteria applicable to the job. **Company Benefits** : + Private Health Insurance + Employee Referral Bonus Program + Wellbeing Resources + Baby Bonus + Life, Accident & Disability Insurance + Numerous opportunities for internal career pathing and advancement + Discounts for employees at NCR Atleos partners **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.