Technical Support/SKIL Instructor

At NCR Atleos, this role combines second-line technical support with technical instruction to help keep ATM solutions running smoothly and training effective for the people who deliver them. You will troubleshoot complex and uncommon issues, while also delivering and maintaining technical learning through a range of classroom and virtual formats for Field Service Technicians, learners, and customers.

What you’ll do

• Serve as second-line support to NCR Atleos Field Service Technicians and act as an instructor for assigned technical learning programs.
• Communicate in an open, helpful, and engaging way, focusing on finding the right solution for Field Service Technicians, learners, and customers.
• Connect with Field Service Technicians to answer questions and resolve uncommon or complex problems, including knowing when and who to turn to for additional support.
• Facilitate learning experiences across classroom, lab, virtual instructor-led (VILT), and online delivery to improve technical capability and business unit effectiveness.
• Use a proactive approach by identifying knowledge gaps, improving course content, creating knowledge articles, and feeding live field learning back into training materials and knowledge systems.
• Provide what technicians and learners need at the right time using formal training, technical expertise, knowledge repositories, and adult learning techniques.
• Identify preventative measures, escalate issues appropriately, contribute to continuous improvement, and act as an ambassador for the NCR Atleos brand.
• Support Field Service Engineers who are generally onsite at customer locations and require technical assistance.
• Perform problem identification, analysis, diagnosis, and resolution, utilizing NCR Atleos and other vendors’ Knowledge Systems where appropriate.
• Work toward successful outcomes and first-time and long-term resolution, escalating when no known solution is available.
• Retain ownership of escalated issues through to resolution and inform NCR Atleos Management when resolution timing will exceed contractual requirements.
• Provide input to Knowledge Systems and create and publish knowledge articles when required.
• Coordinate with peers, Management, Learning teams, and other support groups to share part numbers, technical details, field learning, and product or process information.
• Serve as a second-line escalation point for junior colleagues, offering coaching, mentoring, and technical guidance as needed.
• Deliver courses using approved methods, executing delivery according to the published training schedule.
• Maintain training and lab readiness, including classroom facilities, training center/lab environment, training equipment, and learning materials.
• Support course development through subject matter expertise, and maintain course content using knowledge, field feedback, service trends, and analytical skills.
• Use multiple delivery techniques such as virtual classrooms, web conferencing, discussion forums, blogs, wikis, job aids, and short-form instructional videos where applicable.
• May serve as course owner for assigned instructor-led training courses.
• Develop or support performance support materials such as job aids, technical tips, procedural guides, and YouTube-style videos where applicable.
• Mentor new instructors and support knowledge transfer across technical support and learning teams.
• Manage day-to-day learning center operations where assigned, keeping the space clean, organized, and prepared for a strong learning environment.
• Use continuous improvement processes to enhance Services Learning and Technical Support processes and increase value delivered to customers.
• Deliver quality support and learning outcomes meeting established KPI and Customer SLA requirements.
• Provide onsite and lab support for equipment as required.
• Comply with NCR Atleos policies, including Shared Values and Code of Conduct, Employee Health and Safety standards, accurate timekeeping, and applicable Company Fleet policies.
• Perform other corresponding duties and tasks in line with qualifications and as directed by Employer.

What you bring

• High School Diploma.
• Prior work experience in a Customer Support or Technical Support role, with experience supporting customers in the Financial sector and/or Retail and Hospitality sector required where applicable.
• 3–5 years of experience working with, supporting, troubleshooting, or servicing technical equipment, heavy machinery, ATMs, retail technology, networking hardware, or similar environments; or an Associate Degree in a technical field or in education.
• Experience servicing NCR Atleos supported equipment or equivalent technical platforms is required where applicable.
• Authorization to work in the country where the position is posted, and must be a local candidate for in-country teams.
• PC proficiency, with proficiency in Windows-based applications/tools and MS Office products.
• Good English communication skills and telephony etiquette (other languages may be required for certain teams).
• Excellent verbal and written communication skills.
• Strong public speaking, facilitation, or presentation skills.
• Analytical and problem-solving skills.
• Ability to work collaboratively in a matrix-managed organization and to explain technical concepts clearly.
• Ability to work in an office environment full time or hybrid where applicable.
• Ability to work collaboratively in a lab environment and support onsite/lab-based learning and troubleshooting activities.
• Willingness and ability to work flexible schedules, including shift hours, nights, weekends, and overtime as required.
• Ability to carry and lift tool kits, training equipment, or parts up to 50 lbs where applicable.
• Availability to work in other training locations as needed where applicable.
• Valid driver’s license where required for in-country teams or travel-related responsibilities.

Technologies

• Windows-based applications/tools
• MS Office
• PC

Benefits

• Medical Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• Short/Long Term Disability
• Paid Vacation
• 401k

Employment offer contingency: Offers of employment are conditional upon passage of screening criteria applicable to the job.