COMPANY OVERVIEW:

MIMO Cash Handling Solutions was founded in 2010, with one vision in mind: to engineer the next generation of cash management technology. We pride ourselves in being today's market leader, providing the retail, grocery, financial, casino, and hospitality industries with the most robust cash management solutions in the world. MIMO is a growing cash automation company looking for an ambitious individual to join our Technical Support team in supporting our new and legacy products. Individuals will be responsible for maintaining tickets as well as be first line phone support.

MIMO Technical Support (MTS) fosters an environment encouraging individuals to learn new things every day; to push the envelope in amazing customer service and knowledge. MTS agents need to be ready to troubleshoot hardware as well as software. Software includes Microsoft SQL and our own software.

This is a full-time position (Monday – Friday), with available hours between 7:00 AM and 6:00 PM CST. Office location is in Aurora, IL.

DAILY RESPONSIBILITIES:

• Troubleshooting user issues with software and hardware.
• Maintaining current records on all issues and customer information in the ticketing system.
• Ensure customers are kept up to date on open tickets.
• Ensuring technician SLAs are being met and being able to work alongside them to assist in resolving issues.
• Keeping the MIMO Knowledge Base articles up to date and adding new information as it is developed.
• Following up on missing part returns and ensuring their timely arrival back to our parts warehouse.
• Work alongside other departments to ensure that documentation for processes and procedures are accurate and informative.
• Scheduling preventative maintenance with dispatch company and ensuring proper paperwork is written and obtained from technicians
• Work alongside development to stay up to date on new patches and assist in their rollout.
• Educating end users on how to properly open and navigate the hardware and software to gather information.
• This position will also require you to provide on-call support on some weekend days. Additional compensation is provided when you are On-call.

TRAINING RELATED RESPONSIBILITIES:

• Work onsite with MIMO customers to train them on the use of the MIMO.
• Training involves both hands on training on the hardware as well as usage of the software.
• Must be adaptable to help customers fit MIMO into their operation.
• Training also involves ensuring the MIMO received by the customer is in good working order after shipping. It also involves performing certain setup tasks that must be done onsite.

Training will involve travel and may consume up to 20% of your time.

Additional training compensation is provided on a per training basis.

Required Skills:

• Ability to research solutions or information regarding technical issues with minimal supervision.
• Working knowledge of current Windows Operating System.
• Understanding of IT and networking fundamentals such as:

Command Prompt

TCP/UDP Ports

LANs/WANs

Microsoft Management Console

Remote Support Software

Networking Devices (Routers, Switches, etc.)

Microsoft Office applications (Word, Excel, PowerPoint, Outlook, SharePoint)

Strong organizational, written and communications skills

Attention to detail

Excellent interpersonal skills and must be able to effectively communicate with users

Ability to work under pressure and multi-task

Must have a good command of the English language to provide effective phone, chat,

and email support

Preferred Skills (Preferred, but not required):

• ATM/Cash Recycler Troubleshooting
• CompTIA A Certification (Or equivalent)
• Experience working in a Technical Support role
• Experience using Salesforce ticketing software (Or equivalent)
• Microsoft SQL/SSMS

Job Type: Full-time

Pay: $36,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• Hourly pay

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday
• Rotating weekends

Ability to Relocate:

• Aurora, IL 60502: Relocate before starting work (Required)

Work Location: In person