[Hiring] Senior Help Desk Technician @S3

Role Description

Provide technical support for a production fleet of ATMs within a 24x7x365 high-availability environment.

• Provide technical phone support to ATM Field Service Technicians to troubleshoot and resolve technical issues.
• Support high availability and reliable performance of ATM systems by driving first-time resolution and sustainable issue resolution.
• Troubleshoot issues and failures related to ATM hardware, software, services, and network connectivity using established processes and procedures.
• Assess the current state of ATM systems to accurately diagnose problems and determine appropriate resolutions.
• Troubleshoot ATM software-related issues and provide guidance to field technicians.
• Provide basic technical troubleshooting and ask probing questions to assist clients and service vendors while they are onsite.
• Act as a liaison between internal team members, vendor account managers, and other vendor personnel to resolve escalated issues.
• Follow up on open escalations to ensure timely resolution and accurate closure.
• Work across multiple systems simultaneously while maintaining accuracy and productivity.
• Monitor multiple email inboxes and provide accurate and timely responses in accordance with established Service Level Agreements (SLAs).
• Prepare and manage internal and external reports and status updates.
• Deliver high-quality service and efficient technical support in a fast-paced production environment.
• This position supports second-shift operations and requires availability to work nights and weekends as needed.

Qualifications

• At least 1 year of experience in a help desk, technical support, IT support, or similar technical role.
• Experience troubleshooting hardware, software, services, and/or network-related technical issues.
• Strong technical troubleshooting and problem-solving skills.
• Ability to diagnose technical issues by gathering information and asking effective probing questions.
• Ability to work with multiple systems and applications simultaneously.
• Strong interpersonal skills with the ability to work effectively with end users, technicians, vendors, and internal teams.
• Excellent written and verbal communication skills.
• Strong time management and prioritization skills.
• Ability to work effectively in a fast-paced, high-availability production environment.
• Ability to handle confidential information appropriately.
• Ability to work nights and weekends as required.
• Associate's Degree in Computer Science, Information Technology, or a related technical discipline; relevant technical certification; or equivalent professional experience.
• Relevant certifications may include Microsoft, Cisco, Unix/Linux, ITIL Foundation, or CompTIA certifications.

Preferred Qualifications

• Previous experience supporting ATMs, financial technology, payment systems, or other high-availability production technology environments.
• Experience troubleshooting ATM software or related technology.
• Experience providing technical support to field service technicians.
• Experience working within defined Service Level Agreements (SLAs).
• Experience coordinating technical issues and escalations across internal teams and external vendors.
• Familiarity with Microsoft, Cisco, Unix/Linux, ITIL, or CompTIA technologies and practices.