What are the responsibilities and job description for the Managed Services position at QDS, Inc.?
Job Summary
The Managed Services Analyst position is a fast paced and multifaceted role within Quality Data Systems. It requires a candidate to be able to multitask while still following through issues to resolutions. The workload varies but can be extremely heavy at any given point.
Work Scheduling
The Managed Services Department is responsible for covering all the responsibilities listed below from 08:00-21:00 EST 365 days a year. This means that schedules may be rotating, and variable as needed. Lunches are expected to be taken and staggered to provide optimum support coverage from 08:00-17:00 Mon-Fri. Managed Services Personnel, who are working after 17:00 during the week, on weekends, and on holidays are also responsible for answering the office phone system and doing all dispatch functions for customer requests coming in through email and Hubspot.
Working Remotely
Managed Services Support Analysts are expected to follow Quality Data Systems’ Remote Work Policy and be able to perform their duties with little direct supervision. They are expected to post a message in our MS Teams chat at the start and end of their shift, to mark their presence and availability. All non-exempt employees also need to punch in and out for their shifts, including their lunches. While working their scheduled shifts, employees are expected to be dedicated to performing their daily responsibilities.
Essential Duties And Responsibilities
Alerts, Remote Resolutions, and Dispatching:
The Managed Services Support Analyst will monitor Processor and MoniManager alerts. They will attempt to correct all issues remotely, and if they cannot, they will create a service call in e-Automate to dispatch a Field Technician to the site. They will also be responsible for updating customers when needed. When Dispatch is not staffed (Mon-Fri from 08:00-17:00 and on weekends) they will be responsible for managing all Dispatch functions. This includes by is not limited to Call assignment /reassignment, answering the Main phoneline, and managing all emails coming into Dispatch.
Support Tickets
The Managed Services Support Analyst will monitor Hubspot, Spiceworks, and e-automate for any service tickets. They will work these tickets and dispatch them to Field Technicians when they cannot resolve them remotely.
Emails
The Managed Services Support Analyst will monitor and respond to all emails from both internal and external customers. All emails are expected to be answered or addressed within 30 minutes. All QDS employees are internal customers and can reach out to Managed Services with any questions they have.
Phone Calls
The Managed Services Support Analyst will answer phone calls and assist internal and external customers with any issues. If other parties are required, they will assist in getting the caller to the correct person. They will always identify themselves, when answering the phone and will follow proper phone etiquette by always being professional and polite.
Technical Support/Problem Analysis
The Managed Services Support Analyst will provide hardware and software Technical Support for ATMs and ITMs to all Customers, Field Technicians, and CIT Vendors. They will also work with the manufacturer to create support tickets when escalation of an issue is required and follow them through to a resolution.
Support Issues will include but are not limited to the following:
Balancing Issues
Load Issues
Hardware Failure Analysis
Software Failure Analysis
Cencon and Spin dial Lock Issues
Communication Issues with Host & Site
Deposit/Consolidator Issues
Software Configuration
ATM Desk Dongle and Ticket Distribution
Fault History Analysis
Advanced Problem Analysis With External Companies
Host Configuration, Correspondence, and Testing
Installation and testing of Manufacturer Fixes
Consolidator Configuration, Correspondence, and Testing
Advanced Network Analysis (VPN, Wireless, Firewalls)
Technical Documentation
The Managed Services Support Analyst will create technical documentation for any recurring or complex issues and help maintain a database of this documentation.
Columbus Data/Cypress Advantage
The Managed Services Support Analyst will function as the processor for any QDS driven ATMs. This includes initial configuration, load pushes, Graphics Pushes, Reg-E resolution, and Comvelope Binding and distribution.
Sharefile
The Managed Services Support Analyst will maintain QDS’ Sharefile site. This includes but is not limited to file uploading, organization, maintenance, and creating and updating user accounts.
Cencon Lock System
The Managed Services Support Analyst will monitor the Cencon Lock System. They will reboot it when necessary and will provide manual combinations when the system is down.
Software Updates
The Managed Services Support Analyst will push and install the latest hotfixes based on a schedule. They will also be required to push and install other software updates, graphics, and configurations when deemed necessary.
Deposit And Transaction Research & EJ Pulls
The Managed Services Support Analyst will pull Electronic Journals when requested by customers. They will also need to provide transaction research, which will include analyzing journals, databases, AP logs, and Consolidator Logs.
Remote Monitoring Tools
The Managed Services Support Analyst will be responsible for setting up and troubleshooting the various tools that are used for remote monitoring. This includes but is not limited to, establishing initial connections, troubleshooting any issues with the servers or clients, creating, maintaining, and resetting user credentials, modifying configurations, and working with the software vendors to improve performance or add features.
CUSO Support
The Managed Services Support Analyst will correspond with and assist the CUSO as necessary by providing communication of ongoing issues and technician dispatches. They will train the CUSO staff as needed. They will also collaborate with them to provide software packages for them to push.
Qualification/Competencies/Work Experience Requirements
Basic Computer Skills
MS Office Products
Command Line Interface
Preferred Education And Experience
Degree or Certificate in Computer Science
ATM Hardware
ATM Software
ATM Error Code Breakdown
Information Systems/Security
Help Desk Support
Information Technology
Data Networking
Computer administration
Work Conditions/Physical Requirements
The Managed Services Analyst position is a fast paced and multifaceted role within Quality Data Systems. It requires a candidate to be able to multitask while still following through issues to resolutions. The workload varies but can be extremely heavy at any given point.
Work Scheduling
The Managed Services Department is responsible for covering all the responsibilities listed below from 08:00-21:00 EST 365 days a year. This means that schedules may be rotating, and variable as needed. Lunches are expected to be taken and staggered to provide optimum support coverage from 08:00-17:00 Mon-Fri. Managed Services Personnel, who are working after 17:00 during the week, on weekends, and on holidays are also responsible for answering the office phone system and doing all dispatch functions for customer requests coming in through email and Hubspot.
Working Remotely
Managed Services Support Analysts are expected to follow Quality Data Systems’ Remote Work Policy and be able to perform their duties with little direct supervision. They are expected to post a message in our MS Teams chat at the start and end of their shift, to mark their presence and availability. All non-exempt employees also need to punch in and out for their shifts, including their lunches. While working their scheduled shifts, employees are expected to be dedicated to performing their daily responsibilities.
Essential Duties And Responsibilities
Alerts, Remote Resolutions, and Dispatching:
The Managed Services Support Analyst will monitor Processor and MoniManager alerts. They will attempt to correct all issues remotely, and if they cannot, they will create a service call in e-Automate to dispatch a Field Technician to the site. They will also be responsible for updating customers when needed. When Dispatch is not staffed (Mon-Fri from 08:00-17:00 and on weekends) they will be responsible for managing all Dispatch functions. This includes by is not limited to Call assignment /reassignment, answering the Main phoneline, and managing all emails coming into Dispatch.
Support Tickets
The Managed Services Support Analyst will monitor Hubspot, Spiceworks, and e-automate for any service tickets. They will work these tickets and dispatch them to Field Technicians when they cannot resolve them remotely.
Emails
The Managed Services Support Analyst will monitor and respond to all emails from both internal and external customers. All emails are expected to be answered or addressed within 30 minutes. All QDS employees are internal customers and can reach out to Managed Services with any questions they have.
Phone Calls
The Managed Services Support Analyst will answer phone calls and assist internal and external customers with any issues. If other parties are required, they will assist in getting the caller to the correct person. They will always identify themselves, when answering the phone and will follow proper phone etiquette by always being professional and polite.
Technical Support/Problem Analysis
The Managed Services Support Analyst will provide hardware and software Technical Support for ATMs and ITMs to all Customers, Field Technicians, and CIT Vendors. They will also work with the manufacturer to create support tickets when escalation of an issue is required and follow them through to a resolution.
Support Issues will include but are not limited to the following:
Balancing Issues
Load Issues
Hardware Failure Analysis
Software Failure Analysis
Cencon and Spin dial Lock Issues
Communication Issues with Host & Site
Deposit/Consolidator Issues
Software Configuration
ATM Desk Dongle and Ticket Distribution
Fault History Analysis
Advanced Problem Analysis With External Companies
Host Configuration, Correspondence, and Testing
Installation and testing of Manufacturer Fixes
Consolidator Configuration, Correspondence, and Testing
Advanced Network Analysis (VPN, Wireless, Firewalls)
Technical Documentation
The Managed Services Support Analyst will create technical documentation for any recurring or complex issues and help maintain a database of this documentation.
Columbus Data/Cypress Advantage
The Managed Services Support Analyst will function as the processor for any QDS driven ATMs. This includes initial configuration, load pushes, Graphics Pushes, Reg-E resolution, and Comvelope Binding and distribution.
Sharefile
The Managed Services Support Analyst will maintain QDS’ Sharefile site. This includes but is not limited to file uploading, organization, maintenance, and creating and updating user accounts.
Cencon Lock System
The Managed Services Support Analyst will monitor the Cencon Lock System. They will reboot it when necessary and will provide manual combinations when the system is down.
Software Updates
The Managed Services Support Analyst will push and install the latest hotfixes based on a schedule. They will also be required to push and install other software updates, graphics, and configurations when deemed necessary.
Deposit And Transaction Research & EJ Pulls
The Managed Services Support Analyst will pull Electronic Journals when requested by customers. They will also need to provide transaction research, which will include analyzing journals, databases, AP logs, and Consolidator Logs.
Remote Monitoring Tools
The Managed Services Support Analyst will be responsible for setting up and troubleshooting the various tools that are used for remote monitoring. This includes but is not limited to, establishing initial connections, troubleshooting any issues with the servers or clients, creating, maintaining, and resetting user credentials, modifying configurations, and working with the software vendors to improve performance or add features.
CUSO Support
The Managed Services Support Analyst will correspond with and assist the CUSO as necessary by providing communication of ongoing issues and technician dispatches. They will train the CUSO staff as needed. They will also collaborate with them to provide software packages for them to push.
Qualification/Competencies/Work Experience Requirements
Basic Computer Skills
MS Office Products
Command Line Interface
Preferred Education And Experience
Degree or Certificate in Computer Science
ATM Hardware
ATM Software
ATM Error Code Breakdown
Information Systems/Security
Help Desk Support
Information Technology
Data Networking
Computer administration
Work Conditions/Physical Requirements
- All prospective employees must pass a background check.
- All employees must agree to random drug tests
- Must be able to lift and carry up to 20 lbs.
- Must be able to sit for prolonged hours