O společnosti

Jsme Global Center Pilsen. Strategická pobočka americké společnosti Diebold Nixdorf a jedno ze šesti globálních vývojových center. Náš software řídí transakce a bankomaty po celém světě.

Popis pozice

The Software Support is responsible for troubleshooting, building knowledge of our business, and considered a SME for certain areas of our products to assist regional teams and end customers. Cooperate on projects for large banking clients. We are looking for a key person to support and communicate with end clients - banks.

Position need to be familiar with the entire software support process using the ITIL methodology. With short release cycles and very close customer involvement we strive to continuously improve our software, quality, and project deliveries. Our culture encourages not only knowledge building and best practice sharing, but also gives the opportunity to provide feedback for continuous improvement.

Co hledáme

• Education: Bachelor degree in Computer Science, Computer/Software Engineering, or equivalent
• Logical reasoning and technical thinking including general overview of the IT environment
• At least passive knowledge of Java, SQL, JavaScript and other web technologies, OS is an advantage
• Experience in a support role managing end user products and services
• Strong knowledge working with logs and trace files on Windows and Linux environments. Troubleshooting experience
• Coding experience/ knowledge (Combination of the following: C++, C#, JAVA, HTML5, Angular, .net)
• Virtual Machines knowledge
• Quality Assurance knowledge
• Inspired to think outside the box and work with your fellow team members to find solutions to problems
• Ability to solve problems independently and A customer service attitude
• Ability to interact and coordinate with employees at different levels, different groups, and different geographical locations within the company
• Strong verbal and written communication skills on English

Co nabízíme

• Participates and contributes to the required efforts and timelines for all M&S activities as input for the overall SLA.
• Autonomously assures proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA’s.
• Assures requests are account for in SLA, in order to assure timely and effective resolution of customers’ requests.
• Identifies, records and classifies incidents and complete support, investigation and diagnosis, resolution and recovery, incident closure, and incident ownership, monitoring, tracking and communication
• Ensures appropriate, comprehensive and timely reporting of incidents and provides early escalation of any issue that may affect the engagement.
• Identifies, records and classifies incidents and complete support, investigation and diagnosis, resolution and recovery, incident closure, and incident ownership, monitoring, tracking and communication
• Formulates and resolutions to change requests in order to propose adequate and timely solutions to the customers.
• Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers’ environment.
• Documents and validates tickets and contributes to the preparation of technical documents, FAQs and release notes.
• Coordinate the analysis of root causes and recommendations
• Delivers trainings for product, tools, processes and technical advices for other team members.
• Adapt and extend the company standard solution and individual software with respect to the functional scope, timeline and costs.

Benefity