ATM Technical Support Specialist

Brink's, a global leader in secure logistics and cash management, is seeking an ATM Technical Support Specialist in our Technical Support & Troubleshooting department. In this role, you will provide remote diagnostics, technical assistance, and incident resolution for ATMs across banking, insurance, and investment clients. Responsibilities include troubleshooting hardware/software issues, coordinating field service, documenting cases, and ensuring uptime and compliance. You'll work in a mission-driven culture focused on integrity, security, and reliability, with training, growth opportunities, and the chance to support critical financial infrastructure.

Responsibilities

• Provide remote technical support for ATM hardware, software, and connectivity issues for bank, retail, and commercial clients.
• Diagnose, troubleshoot, and resolve incidents using remote monitoring, diagnostic tools, and system logs within defined SLAs.
• Guide field technicians and on-site teams through step-by-step troubleshooting, part replacement, and configuration tasks.
• Monitor ATM performance, availability, and alerts; prioritize and respond to events impacting uptime or transaction processing.
• Perform root cause analysis on recurring or complex incidents and recommend preventive actions or configuration changes.
• Coordinate escalations to higher-tier support, vendors, or network teams for issues beyond scope or requiring code/firmware changes.
• Document all incidents, actions taken, and resolutions accurately in ticketing and case management systems.
• Maintain and update technical knowledge base articles, runbooks, and standard operating procedures for ATM support.
• Collaborate with operations, logistics, and cash management teams to minimize service disruptions and support critical financial operations.
• Support implementation and testing of ATM software updates, patches, firmware upgrades, and configuration changes in a controlled manner.
• Ensure all work adheres to security, compliance, and audit requirements in a highly regulated financial environment.
• Communicate clearly and professionally with clients and internal stakeholders regarding status, impact, and resolution timelines.
• Participate in on-call rotations, shift work, or extended hours coverage as needed to support 24/7 ATM operations.
• Contribute feedback to improve monitoring, alerting, and tools that enhance incident detection and resolution times.
• Uphold Brink's standards of integrity, security, and accountability in all daily support activities.

Required Skills

• ATM hardware troubleshooting
• Windows OS support
• Basic networking (TCP/IP, VPN, routers, switches)
• Remote diagnostics and monitoring tools
• Incident management and ticketing systems
• Log analysis and root cause investigation
• SLA management and escalation
• Technical documentation and knowledge base use
• Customer service and communication
• Change management in regulated environments
• Basic SQL or database query skills
• Scripting or automation exposure (Power
• Shell or similar)