What are the responsibilities and job description for the Lead ATM Support Technician position at TW Group LLC?
Essential Duties & Responsibilities :
We are seeking a qualified candidate that has the ability to multitask accurately while paying close attention to details. The candidate must be positive, knowledgeable and kind.
Coordinate installation and deployment of new ATMs, including ordering new equipment, equipment configuration, and testing.
Monitor ATM performance and SLAs, taking proactive measures to ensure ATMs are always online and working.
Collaborate with other departments such as operations, and IT departments to resolve complex ATM issues.
Manage ATM support tickets and calls from customers from start to completion.
Work with other ATM support personnel, providing guidance and support in their daily tasks.
Stay informed about industry trends, technological advancements, and regulatory changes related to ATM operations and security.
Some travel for installations may be required.
Education / Experience :
College degree required.
A minimum of 5 years working as an ATM technician, with demonstrated proficiency in troubleshooting and repairing hardware and software issues.
Previous leadership or supervisory experience preferred, with strong communication and interpersonal skills.
Knowledge of ATM networks, protocols, and security standards (e.g., EMV, PCI DSS) preferred.
Availability to work evenings, weekends, and holidays as needed.
Physical Requirements of the Job :
The person in this position needs to be able to traverse distances through large casinos during installations and be able to remain stationary when guiding training for users.
Constantly operates electronics, such as computers, printers, phones, etc.
Constantly positions self to work on the interior and exterior of kiosks, ATMs and other equipment.
Has the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
Can observe and inspect details at close range.
Has the ability to move boxes weighing up to 30 lbs. for equipment installations.
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