Network/Operations - Help Desk Support - Sr

Job#: 3043947

Job Description:

*100% remote role (candidates need to adhere to standard work hours within the eastern time zone)*

*looking for candidates to fill either a 8:00AM to 5:00PM EST or a 3:00PM to 12:00AM EST shift...Saturdays and Sundays are required, 2 weekdays allowed off*

*no rate flexibility*

*POSSIBILITY (no guarantee) to extend*

*no possibility to convert*

ATM Help Desk Technician (2nd shift & weekends) to join Technical Operations Center - Technician Support.

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

Ability to troubleshoot ATM software related issues

Act as a liaison between internal 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

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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