About NCR Atleos
NCR 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.
PRIMARY RESPONSIBILITIES
Act as the technical and process expert for the IT Help Desk function, supporting analysts with complex incidents, service requests, escalations, and process clarifications. Provide advanced Level 1 / Level 1.5 support for desktop, laptop, operating system, Office 365, browser, printer, network connectivity, remote access, and standard enterprise application issues. Review escalated tickets to ensure correct troubleshooting, accurate categorization, proper documentation, and appropriate routing to Level 2 or resolver groups. Drive first contact resolution improvement by identifying recurring issues, creating troubleshooting guidance, and mentoring analysts on effective resolution steps. Maintain and improve Knowledge Base articles, SOPs, process documents, call scripts,



and troubleshooting guides. Monitor ticket quality, adherence to process, SLA compliance, aged tickets, and critical priority incidents; follow up with analysts and resolver teams as required. Support new hire training, refresher training, floor support, and coaching for Help Desk Analysts. Identify process gaps, tool issues, knowledge gaps, and recurring incident trends; recommend corrective and preventive actions. Participate in major incident support, outage communication, and bridge calls as required. Works in 24x7 rotational shift workplace.
TECHNICAL SKILLS:
Strong knowledge of Windows 11 and above operating systems, including troubleshooting user profiles, device performance, drivers, updates, and common OS errors. Strong working knowledge of Microsoft Office 365, Outlook, Teams, OneDrive, browsers, VPN, remote access tools, and internet technologies. Good understanding of networking concepts

📌 IT Support Engineer I (Mumbai)
🏢 NCR Atleos
📍 Mumbai