ATM Helpdesk Support

Our Client, a Financial company, is looking for a ATM Helpdesk Support for their Remote location.

• 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.
• Act as a liaison between internal Client 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
• This is an ATM Helpdesk Support role with strong troubleshooting hardware computer devices,
• Provide phone support for vendors on hardware / cash vendors
• Dispatch service request
• Use tools like Service Now & Vision for the dispatch request
• Will be responsible for both inbound calls as well as outbound call from the Cash Vendors on the issues of ATM
• They need not work on the ATM Physical machines or issues on the hardware but need to give the support to Cash Vendors and provide basic trouble shooting via phone and it's both inbound and outbound.

• Helpdesk Support / Desktop Support Exp is a must
• Knowledge of ATM hardware is highly preferred
• Should be very good with email antiquities and communications skills
• Any Certifications in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTIA
• Excellent Communications are the key
• Associate’s Degree in a Computer Science or Technology discipline; or
• Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, Comp Tia; 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.
• Ability to understand the current state of ATMs to fully diagnose problems for resolution

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.