About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

• Job Title: Installations & Network Support Analyst

• Location: Remote

• Salary: £24,000.00 - £25,500.00 per annum depending on experience

• Hours: 37.5 hour week, rotational shift pattern completing 8.5 hours between the hours of 07:00 and 18:00 Monday to Friday (subject to change)

What is this role of an Installations & Network Support Analyst ?

The ATM Network Analysts key responsibility is to provide support to the business on all ATM Network Installations/ faults and projects relating to endpoint and core connectivity of the ATM Estate. The Network analysts work closely at the heart of the business being a key knowledge point to all departments when called upon. The Network support team use the in-house database Phoenix system to manage and resolve problems compromising ATMs being available to our customers and ultimately that impacting our Comm’s downtime. Communication is key to all departments namely – IMAC/ OSC and engineering.

The role also works closely with suppliers ensuring all items raised within the monthly reviews are owned and addressed with support from the European ATM Network Operations Manager. Communication is key within the role to possess owning being responsible for being “on call” out of hours to Incident manage core connectivity issues within the ATM Network for major service outages possessing the ability to communicate to varying levels within the Cardtronics organisation.

What will I be doing as an Installations & Network Support Analyst ?

Cardtronics deploys a variety of communications; supports dial-up, ADSL, GPRS, PSTN & VPN customer LAN & SOGEA. Understanding the differences of the variation of services and the difference in the processes is key to the role for the IMAC provisions (Installations/ moves and changes) and responsibilities can be described as the following.

• Placing orders for the IMAC demands (Installations/ moves and changes) arm of the business.

• Working with third party suppliers to support the IMAC demands of the business.

• Ensuring all open cases for provision requests are completed through the staged installation process to completion.

• Working as part of the team to deliver resolutions to BAU queries, working through plans of actions and next steps, acting as a fundamental resource for internal departments.

• Work closely with other European entities providing support to BAU queries and larger scale projects.

• Working with suppliers, ensuring incidents/ provisions are resolved professionally, within process and agreed SLAs.

• Work collaboratively with engineering departments planning visits where access is required.

• Build strong relationships with internal departments and suppliers.

• Support communications including; dial up, ADSL, GPRS, PSTN, VPN customer LAN and SOGEA based services.

• Be able to confidently work within spreadsheets managing the ad-hoc business requests process.

• Liaise with internal departments to identify faults and ensure timely resolution or escalation of issues.

• Support continuous improvement projects and work to reduce installations costs.

• Prioritise calls taking into consideration Phoenix tier classification and aged tickets, in line with looking after key accounts.

• Weekly supplier fault reporting, top worst performing elongated tickets outstanding.

• Providing and analysing reports for network operations, aged calls, elongated tickets, etc.

• Working with suppliers on new solutions to reduce downtime due to communications throughout all European entities as a centre of excellence.

• Working with the Senior Network analyst to assist with configurations for routers and support cover where required.

• Providing service support to incidents during a 1 in 2 weeks, 24/7 on-call rotation.

• Work closely understanding and contributing to key projects within the business where network connectivity requirements have been defined delivering on time to not impact any delivery dates and deadlines.

What will I need to succeed as an Installations & Network Support Analyst ?

• Excellent telephone manner and communication skills.

• The candidate will be technically minded, and customer focused.

• Desirable to have previous experience on Helpdesk Call logging software or Network Monitoring tools.

• High standard of customer service and experience and examples of pacifying and dealing with challenging escalations.

• Exceptional communication skills both written and verbally.

• Ability to demonstrate knowledge of key products such as MS Office.

• Customer Service mindset with high technical competency with preferable previous Network management/ troubleshooting experience.

• Any qualifications on Network fundamentals is desirable.

• Problem solving skills are essential with a definite "can do" attitude with the willingness to learn.

• Ability to meet targets under pressure.

• Exhibits a strong ability to handle complexity, multiple demands with a sense of urgency, drive and energy.

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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. 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.