BlackBerry Help Desk Agent L1

About NCR AtleosNCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.Job Title: BlackBerry Help Desk Agent L1Location: Belgrade, SerbiaGrade: 7RolePrimary role for this position is providing first level IT support for Customer’s employees and being the primary point of contact for all IT related issues in the Customer’s enterprise environment. The agents will be assigned with the following tasks:Troubleshooting and triage of a wide array of technical support and system issuesrouting customer requests to appropriate departments with adequate permissions if the requests/issues could not be resolved by the first level supportDealing with hardware, networking and application support and related issues reported to the helpdesk via the Ticketing system / email / phone calls / Live chatInvestigating and documenting incident root cause and resolution as well as implementing remote fixes for documented and undocumented issues and/or walking users through problem solving process if remote connection is unavailableCommunication with other IT Departments present in the Customer’s IT EnvironmentAttempting to isolate the root cause of the problem or symptom to the specific piece of software or component, (e.g., server application system level, database level, network component). Responding in a timely manner to service issues and requests. Tracking and updating reported issues in the Customer ticketing system and providing status information; assigning and distributing workload to meet the service level agreementAcquiring, improving, and applying knowledge of troubleshooting techniques and desktop diagnostic toolsCandidate Profile And QualificationsFluent in speaking and writing of English languageGood interpersonal skills and ability to work well with as a part of a larger teamGeneral IT HW/SW installation and maintenance, MS Windows and Linux installation, basic networking knowledgeFamiliarity with Active Directory integration and basic understanding of the sameOffers of employment are conditional upon passage of screening criteria applicable to the job.Company BenefitsPrivate Health InsuranceEmployee Referral Bonus ProgramWellbeing ResourcesBaby BonusLife, Accident & Disability InsuranceNumerous opportunities for internal career pathing and advancementDiscounts for employees at NCR Atleos partnersEEO StatementNCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.