Software and Hardware L2 support

Title: L2 Support Specialist
Location: Belgrade, Serbia

 

Main Activities & Responsibilities

• Own and manage critical incidents from initiation through resolution, ensuring all required logs and diagnostics are collected and stakeholders, including Duty Managers and customers, are kept informed throughout the incident lifecycle.
• Serve as the primary escalation point for high-priority incidents and service requests.
• Monitor, investigate, troubleshoot, and resolve ongoing software and hardware-related issues in a timely and effective manner.
• Support Problem Management activities, providing timely analysis, data, and corrective actions as required.
• Assess the supportability and business impact of software and hardware changes identified through Root Cause Analysis (RCA).
• Provide technical support to NCR Customer Engineers through inbound calls, performing advanced troubleshooting and issue resolution.
• Provide technical support directly to customers via inbound and outbound communication channels.
• Diagnose, troubleshoot, and resolve incidents involving applications, operating systems, hardware devices, peripherals, network-connected equipment, and other infrastructure components.
• Coordinate with Field Service teams, vendors, and cross-functional support groups to drive resolution of hardware-related incidents.
• Ensure adherence to established incident, escalation, and change management processes.
• Contribute to continuous service improvement initiatives and special projects assigned by Leadership (Team Lead, Supervisor, Manager) based on business needs.
• Create, maintain, and share technical documentation and knowledge articles within the designated knowledge management platform.

Key Competencies

• Customer-focused mindset with a strong commitment to service excellence and customer satisfaction.
• Ability to anticipate customer needs and proactively address potential issues.
• Strong analytical and problem-solving skills with a structured troubleshooting approach.
• Resourceful and innovative, capable of developing solutions in situations where standard procedures may not apply.
• Adaptable and comfortable working in a dynamic environment with changing priorities and business requirements.
• Excellent communication and interpersonal skills.
• Strong collaboration and stakeholder management abilities.

Essential Knowledge & Skills

• Strong software and hardware troubleshooting skills.
• Experience supporting enterprise applications, operating systems, hardware devices, peripherals, and related technologies.
• Strong analytical and diagnostic capabilities.
• Excellent verbal and written communication skills.
• Ability to build and maintain strong customer relationships.
• Strong technical aptitude and problem-solving mindset.
• Leadership and influencing skills, with the ability to guide technical discussions and escalations.
• Team-oriented approach with the ability to work effectively in cross-functional environments.
• Strong organizational, planning, and prioritization skills.
• Self-motivated and proactive.
• Flexible and adaptable to changing business needs.
• Experience working within Incident Management, Problem Management, and Change Management processes.