Incident Management Specialists

About NCR Corporation
NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia. For our office in Belgrade, we are looking for several highly motivated:

Incident Management Specialists

Position Summary & Key Areas of Responsibility

Position will provide support to NCR’s Clients, Customer Engineers and partners; Support will include problem identification, analysis, diagnosis and resolution; Presents and gains agreement for problem isolation, solution creation and implementation plans

• Answer incoming phone calls, emails or tickets from clients and field engineers; Monitor the notification and ticket queue screens ; Remotely resolve tickets with a remote resolution opportunity; Dispatch to the appropriate teams for resolution
• Utilize Knowledge Systems provided by NCR and other vendors as appropriate to identify solutions to known problems; Responsible for ensuring that solutions provided are successful; Customizes and provides business data for knowledge applications; Prepares standard reports
• Manages incidents to assure contractual SLA’s are met, if SLA is in danger follows the agreed escalation path
• When no known solution can be identified, responsible for the escalation of issues to other support centers where deeper level skilled personnel are available; Position retains ownership of all escalated problems/issues through to resolution and is responsible for ensuring that NCR Management is informed if resolution to a problem will take longer than contractual
• Work to anticipate internal and external client needs and commitment to customer satisfaction; Monitoring and reacting to events for all customers
• 7/24 operations that include weekend support
• Administration of user databases, VOIP, Mobile Phone users
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Basic Qualifications

• Technical/Vocational Certification
• Fluent in German and intermediate in English
• At least 1 year of IT working experience
• Solid knowledge of the MS Office suite and Windows XP and 7
• In depth knowledge of the Internet (especially Internet Explorer and Netscape)
• A high level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)
• Innovative attitude, stress resistant, team player, flexible
• Strong organizational skills                                  
• Motivated to learn new subjects

Preferred qualifications:

• Degree in Engineering or related field from University or College is desirable
• ITIL knowledge and/or certification
• Experience supporting customers in the telecommunications sector
• Experience in troubleshooting problems in complex IT environments

Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.

How to apply

In order to process applications candidates are required to apply online via our NCR Careers website http://www.ncr.com/about-ncr/careers.
Look for our worldwide career opportunities and search for the Incident Management Specialist (JR number 611256). The application process takes approx. 15 Minutes.

For any questions please send email to [email protected]

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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. 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.

Deadline: Until position is filled