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Service Operations Technology Team Specialist -TD ATM Support

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Managed Services
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020148 Requisition #
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The Service Desk Technology Support Specialist position will be focused on customer service at an advanced technology level within the client specific customer support desk. The position will assist the Support Desk Manager with training, coaching, mentoring and overseeing the operational performance of their dedicated lines of business ensuring that all targets as defined by established Service Level Agreements are being met and value is being added to the external and internal client base. 


The successful individual will handle day to day customer, operational, escalation responsibilities and support duties. They will also handle more complex customer issues and work on special projects for the Support Desk Manager. For example identifying and creating operational efficiencies, attending meetings, and acting as subject matter experts in support of team function.


Position will require afternoon/evening hours from 1pm-10pm Monday through Friday, may also require occasional overtime and the ability to work holidays and/or weekends as needed.  


The Technology Support specialist will be responsible for, but not limited to the below:

 

• Responsible for the software support of the specified ATM fleet. Performing troubleshooting, problem resolution and verifying of all managed services.  May work with Software engineers to troubleshoot and fix customer issues.

• Provides daily updates and communication to the Technology Team so that software investigations are answered in a timely, efficient and knowledgeable manner.

• Delivers continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service for the Support Desk and the Technology Team.

• Accountable for training members of the Technology Team and TD ATM Support Desk when required.

• Creates and maintains a high-quality work environment so Technology Team Agents are motivated to perform at their highest level.

• Responsible for daily, weekly and monthly report creation and monitoring         

• Participate in daily Technical Correlation and triage Calls

• Responsible for Vista ATM Log Capture as well as the ability to read and interpret logs, including one touch logs

• Creation and Managing of Service Desk Support  Tickets

• Troubleshooting of Radia Issues and Deployments

• Troubleshooting of Connectivity issues with customer applications

• Verification of Managed Services Monitoring of SCOM Alerts

• Investigate and respond to customer escalations creating incident records as needed and communicate with the customer on escalations

• Meet or exceed customer service level agreements (SLA)AWF within SLA Requirements

• Other duties as assigned

Requirements: 


• High School Diploma required, Associate’s degree in a related field preferred.

• Proficiency with Excel/Outlook/Word with SharePoint experience a plus

• Understanding of the TD ATM Support Desk as it pertains to managed services, operations

  management, and service delivery environments preferred

• Strong technical, analytical, communication and problem solving skills

• Strong communications skill with outstanding leadership skills

• Display the ability to navigate complex customer or business issues with the ability to

  troubleshoot and solve problems with a large degree of independence.

• Position requires a self-motivated individual who is able to work independently or in a team

  environment.

• Capable of managing multiple responsibilities simultaneously and prioritizing.

• Ability to work in both a pro-active and re-active manner concurrently.

• Ability to deal with current challenges as well as expected rapid growth. 

• Possesses autonomy, initiative, and a strong sense of accountability.

• Capacity to meet deadlines and to work under pressure.


Perks: 


  
·        Benefit packages to help promote well-being
·        401k Savings plan to help invest in your future
·        Educational assistance and College Scholarship Program
·        Cafeteria, coffee shop, common areas and walking track on site





Diebold Nixdorf, Incorporated is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status.

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