What are the responsibilities and job description for the ATM Help Desk Analyst position at Infinite Computer Solutions?
What you will do:
• Monitor ATM Hardware faults and telecommunication failures.
• Troubleshoot basic ATM hardware and telecommunication problems.
• Receiving inbound calls from Clients and Vendors. Help answer questions and provide basic troubleshoot steps when needed.
• Initiate calls to branch staff, who serve as First Line contacts, to notify them of ATM Faults and provide guidance.
• Dispatch hardware vendors to the site when unable to resolve ATM issues remotely, ensuring timely resolution of faulted atm condition
• Document all inbound and outbound call interactions.
• Submit productivity worksheets daily to show your interactions throughout the work week.
• Note down guidance and troubleshoot steps taken within tickets and take proper actions with the incident statuses.
• Navigate through the ticketing system, Utilize Internal Procedures to escalate/resolve ATM faults.
• Send remote commands to ATMs to resolve faults remotely and document the commands sent within the incident.
• Answer Client emails. Analyze the customer's request and communicate effectively.
What you will need to have:
• Basic knowledge of IP information and telecommunications.
• Basic Knowledge of Computer components. (Hard Drive, Motherboard, RAM, Network Adaptors, etc.)
• Customer Service Experience to deliver excellence to our customers.
• A strong work ethic. Be available for the next call in queue, consistently make outbound calls, move/escalate tickets, and completing tasks in a timely manner.
• Experienced with Microsoft Office Suite. Particularly - Excel, Word, and OneNote.
• Effective written and verbal communication skills to reduce downtime, and answer customer requests.
• Be able to successfully analyze issues, focus on details, use process of elimination, and resolved problems for our customers.
• Required to work a flexible schedule.
• High School Diploma is required.
What would be great to have:
• Knowledge of the financial services and/or the ATM industry.
• Call Center Experience.
• Understanding of Computer Hardware.
• ATM Software/Model knowledge.
• Experienced with configuring routers and troubleshooting network connectivity.
• Ability to type 60 words per minute.
• Knowledge of TLS/SSL connectivity.
Salary : $50,000 - $65,000