2nd Line ATM Technician
Job Description
As the 2nd Line ATM technician, your primary focus is on troubleshooting and repairing complex ATM hardware and software issues involving on-site visits. You are to manage escalated issues from first-line support, perform preventative maintenance, and ensure ATMs meet service level agreements. You will also play a role in maintaining parts inventory, documenting repairs, and assist with ATM cash access under strict protocols.
Responsibilities
Troubleshooting and Repair:
· Diagnosing and resolving advanced hardware and software issues on ATMs, including mechanical, electronic, and network problems
On-site Maintenance:
· Performing preventative maintenance, installations, and repairs at customer locations
Escalation Handling:
· Addressing escalated issues from first-line support, often involving more complex technical challenges
Parts Management:
· Maintaining inventory of spare parts, ensuring availability for repairs, and managing the warehouse
Documentation and Reporting:
· Keeping accurate records of service calls, repairs, and parts usage
Customer Communication:
· Interacting with customers to explain issues, provide updates, and ensure satisfaction.
Cash Access Support:
· Occasionally assisting with ATM cash access situations, adhering to strict protocols
Team Collaboration:
· Collaborating with other technicians, supervisors, and vendors to resolve complex issues
Staying Updated:
· Learning about new ATM models, technologies, and security systems
Requirements/Essential Duties and Qualification:
- Technical Proficiency: Strong understanding of ATM hardware, software, and networking.
- Troubleshooting Skills: Ability to diagnose and resolve complex technical issues.
- Critical Thinking Skills: Identifying root causes and implementing effective solutions.
- Customer Service Skills: Communicating effectively with customers and providing excellent service.
- Time Management Skills: Prioritizing and managing service calls efficiently.
- Physical Stamina: Ability to lift and move equipment, sometimes weighing up to 100 lbs.
- Valid Driver's License: Required for on-site visits.
- NCR Certification
- Other duties as may be assigned by management
Working Conditions
· Full time schedule working a minimum of 5 days per week, after hours and on call as needed.
· Requires sitting. standing, bending, and walking for the majority of shifts
· Travel may be required.
Pay: From $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Company car
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
