Technical Support/SKIL Instructor

Overview

Act as a subject matter expert in NCR Atleos ATM products, providing advanced second-line remote support to Field Service Technicians and delivering technical learning instruction.

What you'll do

• Provide second-line support to Field Service Engineers onsite at customer locations, including problem identification, analysis, diagnosis, and resolution.
• Use Knowledge Systems provided by NCR Atleos and other vendors to identify solutions to known problems, and ensure first-time and long-term resolution.
• Escalate problems with no known solution to deeper-skilled support groups, retain ownership through to resolution, and inform NCR Atleos Management when resolution will exceed contractual timelines.
• Provide input to Knowledge Systems and create and publish knowledge articles when required.
• Coordinate with peers, Management, Learning teams, and other support groups to provide part numbers, technical details, field learning, and product/process information.
• Act as second-line escalation point for junior colleagues and provide coaching, mentoring, and technical guidance.
• Facilitate course delivery using classroom, lab, VILT, online, and other approved methods according to the published training schedule.
• Maintain classroom facilities, training center, lab environment, training equipment, and learning materials.
• Support course development by providing subject matter expertise, performing course maintenance, and identifying required content updates.
• Use a variety of delivery techniques and tools, including virtual classrooms, web conferencing, discussion forums, job aids, and short-form instructional videos.
• Serve as course owner for assigned instructor-led training courses where applicable.
• Develop or support performance support materials such as job aids, technical tips, procedural guides, and video content.
• Mentor new instructors and support knowledge transfer across technical support and learning teams.
• Manage day-to-day operations of the assigned learning center.
• Use continuous improvement processes to improve Services Learning and Technical Support processes.
• Deliver quality support meeting established KPI and Customer SLA requirements.
• Provide onsite and lab support for equipment as required, and perform travel where applicable.
• Comply with NCR Atleos policies, including the Shared Values and Code of Conduct, Employee Health and Safety policy, accurate timekeeping, and Company Fleet policies where applicable.

What you'll need

• High School Diploma.
• Prior work experience in a Customer Support or Technical Support role.
• Experience supporting customers in the Financial sector and/or Retail and Hospitality sector (a must where applicable).
• 3–5 years of experience working with, supporting, troubleshooting, or servicing technical equipment, heavy machinery, ATMs, retail technology, networking hardware, or similar technical environments; or an Associate Degree in a technical field or in education.
• Experience servicing NCR Atleos supported equipment or equivalent technical platforms (where applicable).
• Must be authorized to work in the country where the position is posted.
• Must be a local candidate for in-country teams.
• PC proficiency, including 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 demonstrated public speaking, facilitation, or presentation skills.
• Ability to listen and communicate effectively in a professional environment.
• Analytical and problem-solving skills.
• Strong team player able to work collaboratively in a matrix-managed organization.
• Ability to explain technical concepts clearly to Field Service Technicians, learners, and other stakeholders.
• Ability to work in an office environment full time or on a hybrid model where applicable.
• Ability to work collaboratively in a lab environment and support onsite/lab-based technical learning and troubleshooting.
• Willingness and ability to work flexible schedules, including shifts, nights, weekends, and overtime as required.
• Ability to carry and lift tool kits, training equipment, or parts of 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.
• Offers of employment are conditional upon passage of applicable screening criteria.

Nice to have

• Bachelor's Degree in Education, IT, Engineering, or a related technical discipline.
• Knowledge of Electrical Engineering.
• Advanced understanding of Networking Technology.
• Previous experience as a field-based Field Service Technician.
• Previous experience in a Learning, Education, Technical Training, or Instructor role.
• 2–3 years teaching adult learners technical topics, including hands-on mechanical, hardware, electrical, or networking modules.
• Knowledge of NCR Atleos products, services, tools, and processes.
• Experience servicing ATMs, PCs, servers, networking hardware, or related customer service technology.
• Experience with course ownership, course maintenance, instructor-led training, virtual instructor-led training, and learning center operations.
• Proven ability to work independently, juggle multiple projects, and adapt to frequent change.
• Ability to build rapport with internal and external customers.
• Ability to self-manage while maintaining accountability for support quality, learning delivery, and operational readiness.
• Ability to manage and maintain a training center or lab environment conducive to learning.
• Proven ability to learn quickly and translate field experience into training materials, knowledge articles, and performance support content.

Details

• Location: Mumbai, India.
• Flexible schedule required, including night and weekend shifts and overtime upon management request or business need.
• Travel as required, where applicable.