The role is responsible for ensuring the delivery of high-quality technical support services and the highest level of customer satisfaction by providing second line technical support for our customers relating to Diebold Nixdorf’s Point Of Sales (POS), Self-Checkout Retail software, Azure Cloud based solutions.
The role will be reporting to the Team Lead/Support Manager of GC Mumbai location.
- Provides Software Engineering for discrete complex applications.
- Designs, codes, tests and documents complex components ensuring seamless integration with other interfacing applications.
- Provides technical support and troubleshooting for increasingly complex systems, making recommendations for their improvement.
- Produces and reviews estimates of time to be spent on components as input to the overall technical and cost estimation of the project.
- Breaks down functional and business requirements into clear, estimable low-level objectives.
- Contributes to development of secure coding practices and aligned testing requirements.
- Ensures quality, performance and adherence to specifications of assigned development tasks and adjacent technology solutions.
- Identifies and implements tasks that generate greater efficiency on product level.
- May review the work of and provide technical advice to less experienced software engineers.
- Demonstrates task and project leadership capabilities within a defined area.
- Collaborates with cross-functional engineering and technical colleagues on projects end-to-end.
You are responsible for
- Main responsibilities in day to day Software Support and Develop and deliver scalable, high-end solutions for blue-chip organizations, mainly by remote but not limited to be onsite for deeper troubleshooting when needed.
- Investigate and fix defects located in existing solutions
- Investigating and resolving incidents on timely manners or within Service Level Agreement (SLA).
- Simulating and reproducing issues in Test Environment until the root cause is found.
- Working directly with customers by remote to resolve any issues they find in Diebold Nixdorf’s broad range of software offerings.
- Investigating logs and scripts, developing fixes, and answering general questions about the software.
- Managing tickets and customer expectations, providing support via ticket tools or email, phone and in person.
- Estimate new feature requests
- Creating and maintaining documentation for both internal and for customer use.
- Report progress to line management
- Working with internal teams to ensure that upgrades and project work have a smooth transition into the production environment and cause minimal disruption
- Analyzing ticket data to spot common trends and underlying problems to proactively prevent future incidents
- Ensuring that standard operating procedures are in place and followed
- Reviewing future software versions to recommend necessary and/or beneficial upgrades and patches to meet customer requirements and expectations.
- Maintaining effective relationships with customer and all stakeholders
- Flexible to work on Shifts to handle Global Customer’s service time.
- Participating in customer meetings to share status updates and improvement plans.
Qualifications
- Diploma or Degree in Computer Science/ Engineering, or any equivalent
- Strong technical, analytical and problem-solving skills including troubleshooting and root cause analysis.
- Strong technical Skills in SQL scripting, SQL DB, windows batch command and know-how in SQL Server
- Must Have C#, .NET, Angular Framework, HTML5, CSS, JavaScript
- Must Have Tools: Jenkins, GIT, Microsoft Visual Studio
- Web Services: REST and/or SOAP API
- Experience in software support and development
- The ability to communicate with customers in English
- The ability to work both independently and as part of a team
- The ability to manage your time and tasks to make sure incidents can be resolved within SLA
- The ability to keep calm under pressure and to deal with competing priorities
- The ability to troubleshoot hardware and distinguish between hardware/software issues eg printer
- This role may require international travel for rollout support when needed
- This role requires flexible working hours when needed
- This candidate must be willing to learn new skills, adapt new working environment and culture, able to be flexible to work from home and office.
- Good communication skill in Thai is a must and English are advantageous
- Note that new university graduates are welcome to apply, and the experience requirement can be waived if the right candidate is found
- Azure cloud Basic knowledge (Fundamental and basic hands-on in Azure Monitor, Docker, Docker Compose, Ansible, Log Analytics, AKS, Azure Redis Cache tools.
- The ability to install, configure, and troubleshoot software products
Nice to Have
Experience with systems integration
- Knowledge or desire to learn of modern framework such as Angular, React, Knockout or Redux etc.
- Experience working in an agile environment (i.e. Scrum)
- Familiar with JIRA, GIT
- The ability to write Linux scripting, / commands is good to have
- Familiar with retail business specific
Preferred Qualifications
- Candidate with supporting Retail background (POS) is highly advantageous
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