Nikola Babic
@nikolababic
I resolve complex POS and payment incidents through SQL diagnostics and remote troubleshooting.
Bosnia and HerzegovinaWhat I'm looking for
At NCR Voyix, I resolve complex POS and payment-system incidents as an L2 Technical Support Specialist, leading remote troubleshooting and advanced SQL diagnostics to identify root causes in transaction failures.
I analyse card payment flows, including EMV, EPC behaviour, and NVP structures, to diagnose issues between terminals and payment hosts. I also work across system integrations, log analysis, Linux, servers, and network troubleshooting.
I author and maintain Knowledge Base Articles that improve team efficiency and reduce resolution time for recurring issues. I mentor L1 agents through troubleshooting processes and contribute to stronger escalation quality.
Previously, I provided first-line support for enterprise POS terminals and payment systems, triaging hardware and software faults while supporting technical and non-technical users. I'm focused on continuing to grow in technical support roles, tackling challenging systems, and delivering impactful solutions.
Experience
Work history, roles, and key accomplishments
Serve as an escalation point for complex POS and payment system incidents, leading remote troubleshooting and performing advanced SQL diagnostics. Author Knowledge Base Articles and mentor L1 agents to improve team efficiency and reduce resolution times.
Serve as an escalation point for complex POS and payment system incidents, resolving issues beyond L1 scope with a strong focus on understanding complex issues.
Lead remote troubleshooting sessions via screen sharing, consistently diagnosing and resolving high-complexity incidents with minimal escalation time.
Perform advanced SQL diagnostics and in-depth log analysis to isolate root causes in tr
Handled first-line support for enterprise POS terminals and payment systems, managing a high volume of tickets including night shift coverage.
Triaged hardware and software faults using ITSM ticketing platforms, applied known fixes, and escalated complex cases with detailed diagnostic notes.
Maintained strong customer satisfaction through professional written and verbal communication adapted to bo
Education
Degrees, certifications, and relevant coursework
Nikola Tesla High School
High School Diploma
2020 - 2023
Availability
Location
Bosnia and HerzegovinaAuthorized to work in
Job categories
Skills
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