Technical Support Specialist

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

SUMMARY

To ensure this high level of productivity, our technical support team maintains extensive and up to date knowledge of NCR, Diebold, Hyosung, Triton, and Genmega ATM’s.  Our team also must have extensive knowledge of our Postilion processing platform in order to support the millions of transaction that flow through our system.  The Technical Support team operates in an ever-changing, fast-paced environment assisting to correct technical and connectivity issues for all Cardtronics ATM’s.

As a Tech Support Analyst II, you will be working with our Field Engineers and vendors to resolve technical issues with ATM’s (Automated Teller Machines) at every level. This role is essential to the overall goal on improving productivity of our ATM’s.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

·       Provide technical phone support to technicians and dealers.

·       Answer incoming calls to the technician and dealer Technical Support queues.

·       Able to participate in an after-hours support rotation defined by a predetermined schedule.

·       Able to participate in a weekend shift rotation as defined by predetermined schedule.

·       Identify parts required and order/request parts.

·       Provide repeat behavior assistance to other operations teams.

·       Create technical documentation or instructions that clearly convey a process.

·       Act as a liaison between technical support, operations, ATM engineering, and Cardtronics’ EFT.

·       Provide intermediate communications support (LAN, Dial, CDMA).

·       Serve as a backup on technical support projects team.

·       Provide beginner to intermediate Advanced Functionality ATM support to other operational teams.

·       Supports Analyst I representatives by being 1st line escalation.

·       Understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) in a professional manner.

·       Provide efficient productivity and superior quality service while working in a fast paced environment.

SYSTEMS INVOLVED:

·       FiServ Device Manager

·       CDSN

·       CORE

·       Great Plains (Microsoft Dynamics GP)

·       Microsoft Office

·       ADP Self Service

SUPERVISORY RESPONSIBILITIES: No

EDUCATION, EXPERIENCE & REQUIREMENTS: