Help Desk

Job Description:
Monitors and troubleshoots Cash related outages and escalating to proper vendors and teams. Initiates and receives calls to and from ATM Vendors, Clients, Data centers, ATM service companies and Bank IT to resolve incidents. Researches and investigates customer inquiries related to ATMs. Documents reported issues, troubleshooting steps, and actions taken. Follow established guidelines to accomplish tasks and solve routine/non-routine problems. Engage internal/external support teams within Card Services and other business units to resolve ATM related issues. ATM issues included are ATM communications, ATM hardware, and ATM Applications.

Responsibilities:
Monitor incidents, work Cash & Connectivity outages, and ensure operations remain smooth.

• Answering inbound from Clients/ATM vendors and making outbound.
  Provide support for ATMs being installed and assist with servicing ATMs in production.
• Document vendor/client interactions.
  Perform basic troubleshoot steps with vendors to resolve issues when encountered and take proper escalation steps with internal support teams.
  Ensure that the daily scheduled ATM installations are executed and completed with quality and client focus to ensure successful installations that meet or exceed client expectations.
• Work with internal teams to troubleshoot application communications.
  Raise quality risks to management and recommend solutions to keep projects on target.
  Partner within and across teams to enhance collaborative efforts.
  Establish feedback loops with downstream implementation and help desk teams to recommend additional process/procedural improvements that enhance the quality of ATM Operations.
  Qualifications:
  Strong organizational skills
  Ability to multi-task and meet deadlines
  Ability to work efficiently and productively with minimal direction or guidance
  Capable of exercising extreme discretion and independent judgment
  Ability to communicate and work with clients and/or their ATM service technician s in a professional manner
  Ability to communicate, both verbally and written, with a high level of confidence
  Travel 10% or less of the year
  MS Office skills especially Word and Excel
• Hands-on troubleshooting of hardware, networks, and applications.
  Education and Experience:
  Associates/Bachelor s in IT, Computer Science and/or 1 3yrs of Technical Support or a Help Desk Role.
• Experience with hardware troubleshooting, such as diagnosing faulty components. (RAM, Hard Drives, Network Cards, etc.)
• Experience with software troubleshooting.
• Ticketing system experience.
  Skills:
  Windows OS.
• Implement and troubleshoot networks transporting ATM transactions utilizing various communication protocols, including Dial-up, MPLS, TCP, and TLS.
  Troubleshoot wireless connectivity.
• Troubleshoot Hardware/Software and diagnose issues.
  Understanding of Automatic Teller Machine setup and operation.
  Ability to configure and install ATMs.
  Ability to use MS-Office Suite.
  Clear communication, problem solving, and time management.
• Excellent Customer Service.
  Ability to interface with both technical and non-technical individuals about technical issues.