**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. **Position Summary:** **Position provides the second level of remote monitoring and management to growing base of global customers’ network equipment and IT systems; Responsibilities include resolution of complex customer incidents and requests in a manner that will result in the achievement of customer Service Level Agreements (SLA’s) and customer satisfaction.** **Roles and Responsibilities:** **Remote pro-active and re-active management of complex network and IT infrastructures. Performing daily activities to secure the availability of the Customer network and IT infrastructure.** **Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within SLA guidelines; Remotely resolving incidents within their capability; Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels** **Responsible for Problem management process which involves root cause analysis (RCA); Proactively detects and prevents future problems/incidents;** **Responsible for maintaining and developing Known Solutions to Known Problems and other team’s knowledge databases; Trains new employees** **Responsible to fulfill customer requests in accordance to established, standardized Change management processes and procedures;** **Initiate dispatch of NCR Customer Engineers or third party maintenance providers when required** **Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer** **Responsible to attend all company assigned training courses and certifications; Constant self-education and self-improvement is expected and encouraged** **Role requires flexibility in working hours within 24/7 shift schedules which may change according to business requirements; Weekend or holiday hours, and/or extended hours are expected** **Pre-requisites:** **CCNP level or equivalent networking background is needed, CCNP certification is preferred** **High school diploma required/University degree preferred** **Relevant work experience 3+ year preferred** **General knowledge of remote support technologies and strategies** **Skill Requirements:** **Proven background in supporting multiple IT products and technologies** **Proven experience with IT Troubleshooting processes and procedures** **Very good knowledge of remote support technologies and strategies** **Good general IT knowledge and skills** 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.