IT Support Engineer I

TECHNICAL SKILLS:

Strong knowledge of Windows 11 and above operating systems, including troubleshooting user profiles, device performance, drivers, updates, and common OS errors. Strong working knowledge of Microsoft Office 365, Outlook, Teams, OneDrive, browsers, VPN, remote access tools, and internet technologies. Good understanding of networking concepts such as TCP/IP, DNS, DHCP, LAN/Wi-Fi connectivity, proxy, and basic network troubleshooting. Ability to troubleshoot hardware, software, printer, access, authentication, and end-user productivity issues. Experience using ITSM tools for ticket logging, categorization, prioritization, escalation, SLA tracking, and reporting. Ability to analyze incident trends and translate them into knowledge articles, coaching points, and process improvements. Working knowledge of ITIL concepts such as incident management, request fulfillment, escalation management, and knowledge management.

EDUCATION & WORK HISTORY:

Minimum qualification: Technical diploma or graduate degree. Minimum 4-6 years of experience in IT Help Desk, Service Desk, Desktop Support, or technical support operations. Prior experience as a senior analyst, floor support, quality analyst, trainer, technical lead or SME in a voice-based technical support environment is preferred. Experience in a 24x7 support model is preferred.

COMMUNICATION SKILLS:

Excellent verbal and written English communication skills. Ability to explain technical concepts clearly to both technical and non-technical users. Strong listening, probing, and questioning skills to identify root cause quickly. Ability to provide constructive feedback, coaching, and guidance to analysts. Professional communication style for emails, escalations, outage updates, and stakeholder interactions.

OTHER ESSENTIAL SKILLS:

Strong customer service orientation with patience, empathy, ownership, and a positive attitude. Strong analytical, problem-solving, and decision-making skills. Ability to work independently and support team members during high-volume or critical situations. Strong attention to detail in ticket documentation, process adherence, and knowledge updates. Ability to manage multiple priorities, follow up on pending actions, and meet operational deadlines. Flexible to work rotational shifts, weekends, and holidays as required by business operations.

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.