What are the responsibilities and job description for the Telecom Support Analyst I - ATM Operations position at NCR Atleos?
About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
As the global leader in ATM deployment and management, no one operates more ATMs in more locations than NCR Atleos. Our processing network, service delivery platform, operational expertise and scale advantages are being leveraged for cost-effective expansion into new markets of opportunity through both organic growth and targeted acquisitions. NCR Atleos puts a relentless focus on improving the productivity of our ATMs for the benefit of retailers, consumers and financial institutions alike.
To ensure this high level of productivity, our technical support team maintains extensive and up to date knowledge of NCR, Diebold, Hyosung, Triton, and Genmega ATM’s. Our team also must have extensive knowledge of our Postilion processing platform in order to support the millions of transaction that flow through our system. The Technical Support team operates in an ever-changing, fast-paced environment assisting to correct technical and connectivity issues for all NCR Atleos ATM’s.
As the Telecom Analyst 1 you will be working with our customers and vendors to resolve communication issues with wireless routers, DSL circuits, and Wired MPLS circuits. This role is essential to the overall goal on improving productivity of our ATM’s.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide installation and ongoing support of multi-vendor communication devices and platforms including Dial, IP, CDMA, MPLS, and DSL / Broadband
Order equipment for operations repository and deployments, and request and follow up on site service installations and disconnects.
Perform proper asset management and RMA process management.
Identify site issues and provide proper resolution.
Perform communication equipment certification with ATM engineering and EFT operations.
Serves as a liaison to network engineering and operations in identifying problems and troubleshooting connectivity problems
Create technical documentation or instructions that clearly convey a technical process that can be used by customers, vendors, and internal operations.
Understand and communicate complex and technical information clearly and concisely, adjusting language and terminology to the needs of the customer (internal and external) in a professional manner.
Provide efficient productivity and superior quality service while working in a fast paced environment.
Maintain detailed records of daily interactions with customers, including contact handling and follow up
SYSTEMS INVOLVED :
FiServ Device Manager
Microsoft Office Suite
Oracle
CORE
Service Now
SharePoint
SolarWinds
SUPERVISORY RESPONSIBILITIES :
None.
EDUCATION, EXPERIENCE, and / or REQUIREMENTS
Associates degree in Computer Science preferred
2 years of Computer Networking Experience Required
Intermediate to Expert skills with MS Excel required
Must have excellent communication skills, both written and oral.
Strong customer relations and process resolution skills.
Able to work well alone or as a part of a team.
Strong computer skills with a willingness to learn new technologies.
Excellent phone etiquette skills.
Strong time management skills with the ability to multi-task
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
This document does not create an employment contract, implied or otherwise
LI-AD1
LI-HYBRID
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Full time employee benefits include :
Medical Insurance
Dental Insurance
Life Insurance
Vision Insurance
Short / Long Term Disability
Paid Vacation
401k
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity / expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies : NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
