ATM Ops L1 Support Analyst

Technical Support Analyst

This role is responsible for running the day-to-day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Service Analytics and Reporting, Associate Support, etc. The Technical Support Analyst identifies possible ATM production failure scenarios, creates ATM incident tickets, enhancements and/or problem tickets in the ticket tracking system, and communicates effectively with internal business Operations teams.

• Experience in customer service, phone support, and IT experience.
• Incident management skills.
• Commensurate experience in technical support, Helpdesk, ATM servicing, or electronic banking operational and/or project management background.
• Excellent verbal/written communication and organizational skills.
• Ability to navigate multiple applications simultaneously, including Client Office Suite.
• Experience directly troubleshooting issues to maintain network stability.
• Applicants must be able to work directly for Artech on W2.
• Prior work experience at the client or in the client's industry.

• Previous ATM knowledge.
• Root cause analysis and troubleshooting experience.
• Proficiency with telephone, as the majority of the day will be utilizing telecom.

• Take ownership of escalations and perform troubleshooting, analysis, research, and resolution using advanced query and programming skills.
• Perform analytical, technical, and administrative work in supporting new and existing equipment and software under moderate supervision.
• Work on problems of moderate scope where analysis of the situation or data requires a review of identifiable factors.
• Exercise judgment within defined procedures and practices to determine appropriate action.
• Interpret, evaluate, and resolve issues pertaining to the functional operation of technology products.
• Provide 75% phone queue support and 25% technical recovery of ATMs.