Production Support Analyst (ATM Operations)

Production Support Analyst (ATM Operations)

This position is for an ATM Operations L1 Support Analyst responsible for the day-to-day operations of a technology platform. The role involves managing production services, including problem and incident management, release and deployment support, application monitoring, and service analytics. The successful candidate will work under moderate supervision to support new and existing equipment and software, resolving issues of moderate scope by analyzing situations and data.

Key Responsibilities

• Provide front-line technical support, with approximately 75% of the day dedicated to phone queue support and 25% to the technical recovery of ATMs.
• Identify potential ATM production failure scenarios and create incident, enhancement, or problem tickets in the tracking system.
• Communicate with internal business operations teams to manage and resolve issues.
• Take ownership of escalations, performing troubleshooting, analysis, and research to resolve technical problems.
• Utilize advanced query and programming skills for issue resolution.
• Perform analytical, technical, and administrative work related to technology products.
• Interpret, evaluate, and resolve issues pertaining to the functional operation of technology.
• Navigate multiple applications simultaneously to support operational stability.

Required Qualifications

Experience:

• Experience in a technical support, helpdesk, ATM servicing, or electronic banking operational role.
• Direct experience troubleshooting issues to maintain the stability of a network.
• Demonstrated proficiency with telephone systems, as a majority of the day involves telecom usage.
• Strong customer service skills with excellent verbal and written communication abilities.
• Proven organizational skills and the ability to handle multiple tasks.

Technical Skills:

• Proficiency with the Microsoft Office Suite.
• Familiarity with Jira and Splunk is beneficial.

Preferred Qualifications

• Previous knowledge of ATM hardware and software.
• Experience with root cause analysis and advanced troubleshooting.

Compensation & Benefits

The anticipated pay range for this position is between $22.00 and $27.29 per hour. Please note that a comprehensive benefits package is available to eligible employees.

This employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.