Production Support Analyst (ATM Operations)

Job#: 3034294

Job Description:
Production Support Analyst (ATM Operations)

Location: Saint Louis, MO (Onsite)

Employment Type: Contract

Contract Duration: 12 Months

Role Overview

This position is for an ATM Operations L1 Support Analyst responsible for the day-to-day operations of a technology platform. The role involves managing production services, including problem and incident management, release and deployment support, application monitoring, and service analytics. The successful candidate will work under moderate supervision to support new and existing equipment and software, resolving issues of moderate scope by analyzing situations and data.

Key Responsibilities

• Provide front-line technical support, with approximately 75% of the day dedicated to phone queue support and 25% to the technical recovery of ATMs.
• Identify potential ATM production failure scenarios and create incident, enhancement, or problem tickets in the tracking system.
• Communicate with internal business operations teams to manage and resolve issues.
• Take ownership of escalations, performing troubleshooting, analysis, and research to resolve technical problems.
• Utilize advanced query and programming skills for issue resolution.
• Perform analytical, technical, and administrative work related to technology products.
• Interpret, evaluate, and resolve issues pertaining to the functional operation of technology.
• Navigate multiple applications simultaneously to support operational stability.

Required Qualifications

Experience:

• Experience in a technical support, helpdesk, ATM servicing, or electronic banking operational role.
• Direct experience troubleshooting issues to maintain the stability of a network.
• Demonstrated proficiency with telephone systems, as a majority of the day involves telecom usage.
• Strong customer service skills with excellent verbal and written communication abilities.
• Proven organizational skills and the ability to handle multiple tasks.

Technical Skills:

• Proficiency with the Microsoft Office Suite.
• Familiarity with Jira and Splunk is beneficial.

Preferred Qualifications

• Previous knowledge of ATM hardware and software.
• Experience with root cause analysis and advanced troubleshooting.

Compensation & Benefits

The anticipated pay range for this position is between $22.00 and $27.29 per hour. Please note that a comprehensive benefits package is available to eligible employees.

This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Apex uses a virtual recruiter as part of the application process. Click for more details.

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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 ClearlyRated's 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.

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.