Maintenance and Support Engineer

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.

Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing researching diagnosing troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction.

• Handles or assists with most support requests; additional responsibilities include: Ensuring requests are accounted for in established service level agreements (SLAs) and are addressed analyzed and resolved in a timely and accurate manner.
• Facilitating joint resolution and testing with the development team M&S team members and others as required to meet customer and SLA expectations / requirements.
• Incident ownership monitoring tracking and communication.
• May provide technical advice and support for less experienced team members.
• Facilitates requests escalated from M&S team customers and other support teams.
• Joins bridge calls with customer in order to request additional information and / or inform about tickets status and progress.
• Responsible for clear communication with other involved teams with other internal and external support and development teams (including product development / engineering).

Required Qualifications

• Graduate with a bachelors degree in information technology Computer Science Computer Engineering or related field.
• Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Maintenance and Support Engineering.
• Working knowledge on Windows 10 Windows 11 Windows Server 2016 & Windows Server 2019 Operating System.
• Working knowledge on Database (Microsoft SQL Server 2019 Microsoft SQL Server 2022 Oracle 19c).
• Having experience with Security Software (i.e. Symantec Software technology) is an advantage.
• Good business English skills (Written and spoken).

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