Diebold

Job Description:

• Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

Position overview:

The Second Level Agent is responsible for the technical (Technical/Network)analysis of Incidents and Service Requests within the ticket system and (EHD support groups with L1), as well as supporting the engineers in the field (Engineer Helpdesk). Due to the skills target is to solve calls on the phone or remotely. Juniper Networks knowledge is required (Juniper knowledge not mandatory, (Instead CCNA knowledge with be an added benefit)

Strategy and Planning:

• Analysis of specific incidents and service requests including check of ticket history.
• Usage of corporate knowledge base, log files and journal data to analyze reason for failure and guide customer to perform dedicated activities to solve incidents and if applicable by usage of remote access to customer environment.
• If not successful provide correct spare part proposal for the onsite visit to Field Service provider including all necessary information.
• Provide input for problem/incident management in case of recurring failures.
• Support of dispatchers, First Level Agents and provision of EHD (Engineer Help Desk)
• Detection of problems and provision of extended Information as input for the further resolution group.
• Good knowledge on Firewalls, Routers, switches & Access points are required.
• Microsoft 0365 tool knowledge will be beneficial.

Customer Relationship:

• Guide customer to solve incidents and service requests including usage of corporate Knowledge base. If not successful inform customer on next steps.
• Ensure high level of customer satisfaction with individual calls.
• In dedicated cases provide briefing information to appropriate third-party provider.
• Following up with 3rd parties for network related issues includes ISP, Sites, configurations, network checks.

Operational Deliverables and Contribution:

• Work on assigned tickets and dedicated task list (UWQ) under consideration of given SLA's.
• Responsible for ensuring that the set KPIs are achieved.
• Handling of incoming technician calls and support of the incident resolution onsite.
• Report on faulty master data if noticed.
• Receive incidents/ Service Requests from Call Acceptance Agents, 1st Level Agents or atomized incidents.
• Inform Line Manager or dedicated IRM team in case of customer escalations.
• Provide detailed information on all performed activities to the next appropriate level according to process definition. If incident is solved, log all required debriefing information in the ticket according to process definition (including usage of service coder).
• Analyze Fixed Time Rates and Repeat Call Rates and suggest how we can improve it. 

Process and Improvements:

• Usage of the "Pre-clarification report" on a daily basis to compare pre-clarification results with findings of engineer onsite to improve the skills.
• Observe technical or process problems at all times.
• Proactively inform Line Manager about potential problems and offer improvement suggestions, if possible.
• To be consulted with in case of process changes need to be done.
• Hand and glove relationship with L1 to see how we reduce tickets going to 2nd Level IE prevention plans.

Knowledge Management:

• Provide Hardware and Software trainings to lower levels.
• Updating and verifying USU solutions and KScout tries after verification with 2nd Level or Solution Experts.
• Frequently use the corporate knowledge base to find solutions and provide input for it.

Key Competencies:

• Knowledge of customer service principles and practices.
• Strength in communication, teamwork, processes and customer orientation, especially friendly and kind behaviour on the phone.

Qualifications/ Criteria:

• Technical degree with Network specialist certification or equivalent (Not mandatory)
• Deep technical knowledge in operating systems, networks (WAN; LAN) and good analytical skills. (Good knowledge on firewalls, Routers, Switches)
• Very good knowledge of the tools used for Remote control and diagnostics.
• Event log and firewall log review, packet capture review knowledge. 
• Knowledge of customer service principles and practices. 
• Native Speaker quality in English.
• Willingness to work in shift models.

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

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