Technical Support/SKIL Instructor

Overview

Advanced second-line remote support analyst and technical learning instructor for NCR Atleos ATM products, supporting Field Service Technicians and delivering technical training.

What you'll do

• Act as second-line support to Field Service Engineers, identifying, analyzing, diagnosing and resolving problems, including uncommon or complex issues.
• Use Knowledge Systems to identify solutions to known problems and ensure first-time and long-term resolution.
• Escalate problems with no known solution to deeper-level support groups and retain ownership through to resolution.
• Inform NCR Atleos Management when resolution will take longer than contractual requirements allow.
• Provide input to Knowledge Systems and create and publish knowledge articles when required.
• Coordinate with peers, Management, Learning teams and other support groups on 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 classroom, lab, VILT, online and other approved instruction according to the published training schedule.
• Maintain classroom facilities, training center, lab environment, training equipment and learning materials.
• Support course development and maintenance with subject matter expertise, and identify required content updates.
• Use a variety of delivery techniques, including virtual classrooms, web conferencing, discussion forums, job aids and short-form instructional videos.
• Serve as course owner for assigned instructor-led courses where applicable.
• Develop or support performance support materials such as job aids, technical tips, procedural guides and videos.
• 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 travel as required.
• Work flexible schedules, including nights, weekends and overtime upon management request or business need.
• Comply with NCR Atleos policies, including the Shared Values and Code of Conduct, Health and Safety policy, timekeeping requirements and 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.
• Authorization 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 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.
• 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.

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, VILT and learning center operations.
• Proven ability to work independently, manage 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: Chennai, India.
• Work mode: office-based, full time or hybrid where applicable.
• Flexible schedules including nights, weekends and overtime; travel as required.
• Offers of employment are conditional upon passage of applicable screening criteria.