Senior Help Desk Technician

Job Title: Senior Help Desk Technician

Location: Remote (Must adhere to Eastern Time Zone work hours)

Shift: 3:00 PM to 12:00 AM EST, Saturdays and Sundays required (2 weekdays off)

Duration: 3 months + Possibility of extension

Pay Rate: $25/HR (W2 Only)

Job/Role Description:

• This role supports the high-availability of our client's production fleet of ATMs by providing technical support to ATM Field Service Technicians.
• This position will provide technical phone support for service technicians, as well as process control and management to drive first-time resolution and sustainable ATM performance in a 24x7x365 high availability environment.
• Through established ATM processes, this position will troubleshoot issues and failures related to hardware, software, services, and network.
• This position will ensure high quality service delivery through responsiveness to incidents, adherence to service levels, and effective liaison between internal teams, vendor account managers, and other vendor personnel to resolve escalated customer issues.
• Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
• Act as a liaison between internal team members, Vendor Account Managers, and other vendor personnel to help resolve escalated customer issues
• Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements
• Handle internal/external reports and status updates
• Follow up on open escalations to ensure smooth handling and accurate closure
• Troubleshoot ATM software related issues and understand the current state of ATMs to fully diagnose problems for resolution
• Provide efficient productivity and superior quality service while working in a fast-paced environment
• Ability to work multiple systems simultaneously

Required Qualifications

• Associates Degree in a Computer Science or Technology discipline; OR Technical Certification in Microsoft, Cisco, Unix/Linux Technologies, ITIL Foundations, CompTIA; OR equivalent work experience (at least 1 year in similar role) required
• Must possess good interpersonal skills and able to work well with end users
• Excellent written and oral communication skills
• Able to handle confidential matters judiciously
• Good time management skills and ability 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
• Ability to work multiple systems simultaneously
• Proven analytical and problem-solving abilities
• Strong interpersonal, written, and oral communication skills
• Ability to prioritize and execute tasks in a high-pressure environment
• Highly self-motivated and directed
• Strong organizational skills
• Keen attention to detail
• Strong customer service orientation