Diebold Nixdorf

Global financial and retail technology provider

Level 2 Technical Support Specialist

IT Service Desk & End User SupportPosted on Nov 9

Full-timeHyderabad, Telangana, IndiaNo salary listedIn-person

About the Job

Requirements

A minimum of 3 years of relevant Service Desk Support experience, or an equivalent combination of education and experience.
Good written and spoken skills in the local/client language and business English.
Ability to provide advanced technical support for complex or difficult service issues.
Ability to analyze incidents and service requests, including reviewing ticket history.
Ability to deploy, configure, and install hardware and software.
Ability to use the corporate knowledge base, log files, and journal data to analyze failures and guide customers through incident resolution, including by remotely accessing the customer environment.

Responsibilities

Provide proactive helpdesk services for inbound technician service requests.
Diagnose and resolve hardware and software issues.
Perform software distribution and deployment activities, and update tickets to reflect changes.
Work with customers to maintain appropriate engagement and communication.
Receive incident and service requests from call acceptance, level 1 agents, and automated incidents.
Perform technical analysis of specific incidents and service requests, including checking ticket history.
Use the corporate knowledge base, log files, and journal data to analyze failures and guide customers through incident resolution, including through remote access of the customer environment.
When remote resolution is unsuccessful, provide information, including spare-part recommendations, to support onsite service provision by field service technicians.
Gather information about recurring or systemic failures and develop reports for management.
Provide hardware and software training and advice to less experienced team members.

Provides proactive user helpdesk services to inbound technician service requests. Diagnoses and resolves hardware and software issues, performs software distribution, perform deployment activities and updates tickets to reflect changes and works with customers to ensure appropriate levels of engagement and communication. Uses available tools and resources, including remote tools, to accomplish tasks.

Required Qualifications

Education or equivalent work experience required.
Minimum of 3 years of relevant experience or equivalent combination of education and experience in Service Desk Support.
Good local/client's language skills (Written and spoken) as well as business English skills (Written and spoken) required.

Receives incident / service requests from call acceptance and/or level 1 agents and from atomized incidents.
Provides technical advance level support to address more complex / difficult service issues.
Performs technical analysis of specific incidents and service requests, including check of ticket history.
Deployment, Configuration and Installation of HWR and SWD.
Leverages the corporate knowledge base, log files and journal data to analyze failures and guide customers through incident resolutions steps, including through remote access of the customer environment.
When remote resolution is unsuccessful, provides information, including spare part recommendations, to assist field service technicians with onsite service provision.
Gathers recurring / systemic failure information and develops reports for management.
Provides hardware and software training and advice for less experienced team members.

About the Company

Diebold Nixdorf

Global financial and retail technology provider

Diebold Nixdorf provides financial and retail technology solutions, helping banks and retailers automate and digitize their operations. Its offerings include ATMs, point-of-sale systems, software, and related services for financial institutions and retailers. The company combines hardware (ATMs and POS terminals) with software platforms and ongoing services, including maintenance and support, to enable transactions, cash management, and customer experiences. Unlike some competitors, it differentiates itself through a strong focus on software and services, a global footprint, and deep relationships with leading banks and retailers, allowing for tailored, end-to-end solutions. The goal is to help customers modernize their checkouts and banking experiences, drive efficiency, and adapt to changing financial and retail environments through integrated technology and long-term service partnerships.

Company size: Not listed
Company stage: IPO
Headquarters: North Canton, OH
Founded: 1859

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