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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