ATM Help Desk Technician (2nd Shift & Weekends)

Job Title: ATM Help Desk Technician (2nd Shift & Weekends) Location: Remote, EST, USA Duration: 5 Months Contract Schedule & Shift Details: Hours: 3:00 PM 12:00 AM EST Days: Saturday Sunday Every weekend they will be working (40 hours/week) (Training will be 3 weeks 8am-5pm) Days Off: Two consecutive days off during the week. Position Overview: We are seeking a proactive and technically skilled ATM Help Desk Technician to join the Technical Operations Center Technician Support team. In this role, you will play a key part in driving ATM availability by supporting a nationwide fleet of ATMs and field service technicians in a fast-paced, high-availability 24x7x365 environment. This is a second shift position with weekend coverage required. Ideal for individuals who thrive in technical support environments, can work independently, and are committed to operational excellence. Key Responsibilities: • Responsibilities: • Supporting our production fleet by providing technical support to ATM Field Service Technicians and driving high-availability for fleet of ATMs. • Providing technical phone support for service technicians, as well as process control and management that will drive first time resolution and sustainable ATM performance in a 24x7x365 high availability production environment • Through established ATM processes, the candidate will be required to troubleshoot issues and failures related to hardware, software, services, and network. The ideal candidate will have: • Associate s Degree in a Computer Science or Technology discipline; or • Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or • Equivalent work experience (e.g., at least 1 year in similar role) required. • Must possess good interpersonal skills and is able to work well with end users. • Excellent written and oral communication skills. • Able to handle confidential matters judiciously. • Good time management skills and able to prioritize. • Must be able to work nights and weekends as needed. • Ability to understand the current state of ATMs to fully diagnose problems for resolution • Act as a liaison between internal Bank team members, Vendor Account Managers and other vendor personnel to help resolve escalated customer issues • Provide efficient productivity and superior quality service while working in a fast-paced environment • Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site • Ability to work multiple systems simultaneously • Handle internal/external reports and status updates • Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements • Follow-up on open escalations to ensure smooth handling and accurate closure Apply tot his job