ATM Help Desk Technician (2nd Shift & Weekends)
Job Description
Job Title: ATM Help Desk Technician (2nd Shift & Weekends) Location: Remote, EST, USA Duration: 5 Months Contract Schedule & Shift Details:
- Hours: 3:00 PM - 12:00 AM EST
- Days: Saturday-Sunday Every weekend they will be working (40 hours/week) (Training will be 3 weeks 8am-5pm)
- Days Off: Two consecutive days off during the week.
Position Overview: We are seeking a proactive and technically skilled ATM Help Desk Technician to join the Technical Operations Center - Technician Support team. In this role, you will play a key part in driving ATM availability by supporting a nationwide fleet of ATMs and field service technicians in a fast-paced, high-availability 24x7x365 environment. This is a second shift position with weekend coverage required. Ideal for individuals who thrive in technical support environments, can work independently, and are committed to operational excellence. Key Responsibilities:
- Responsibilities:
- Supporting our production fleet by providing technical support to ATM Field Service Technicians and driving high-availability for fleet of ATMs.
- Providing technical phone support for service technicians, as well as process control and management that will drive first time resolution and sustainable ATM performance in a 24x7x365 high availability production environment
- Through established ATM processes, the candidate will be required to troubleshoot issues and failures related to hardware, software, services, and network.
The ideal candidate will have:
- Associate s Degree in a Computer Science or Technology discipline; or
- Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or
- Equivalent work experience (e.g., at least 1 year in similar role) required.
- Must possess good interpersonal skills and is able to work well with end users.
- Excellent written and oral communication skills.
- Able to handle confidential matters judiciously.
- Good time management skills and able to prioritize.
- Must be able to work nights and weekends as needed.
- Ability to understand the current state of ATMs to fully diagnose problems for resolution
- Act as a liaison between internal Bank team members, Vendor Account Managers and other vendor personnel to help resolve escalated customer issues
- Provide efficient productivity and superior quality service while working in a fast-paced environment
- Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
- Ability to work multiple systems simultaneously
- Handle internal/external reports and status updates
- Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements
- Follow-up on open escalations to ensure smooth handling and accurate closure
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