2nd Line ATM Technician Job Description As the 2nd Line ATM technician, your primary focus is on troubleshooting and repairing complex ATM hardware and software issues involving on-site visits. You are to manage escalated issues from first-line support, perform preventative maintenance, and ensure ATMs meet service level agreements. You will also play a role in maintaining parts inventory, documenting repairs, and assist with ATM cash access under strict protocols.

Responsibilities Troubleshooting and Repair:

• Diagnosing and resolving advanced hardware and software issues on ATMs, including mechanical, electronic, and network problems

On-site Maintenance:

• Performing preventative maintenance, installations, and repairs at customer locations

Escalation Handling:

• Addressing escalated issues from first-line support, often involving more complex technical challenges

Parts Management:

• Maintaining inventory of spare parts, ensuring availability for repairs, and managing the warehouse

Documentation and Reporting:

• Keeping accurate records of service calls, repairs, and parts usage

Customer Communication:

• Interacting with customers to explain issues, provide updates, and ensure satisfaction.

Cash Access Support:

• Occasionally assisting with ATM cash access situations, adhering to strict protocols

Team Collaboration:

• Collaborating with other technicians, supervisors, and vendors to resolve complex issues

Staying Updated:

• Learning about new ATM models, technologies, and security systems

Requirements/Essential Duties and Qualification:

Technical Proficiency:

Strong understanding of ATM hardware, software, and networking.

Troubleshooting Skills:

Ability to diagnose and resolve complex technical issues.

Critical Thinking Skills:

Identifying root causes and implementing effective solutions.

Customer Service Skills:

Communicating effectively with customers and providing excellent service.

Time Management Skills:

Prioritizing and managing service calls efficiently.

Physical Stamina:

Ability to lift and move equipment, sometimes weighing up to 100 lbs.

Valid Driver's License:

Required for on-site visits. NCR Certification Other duties as may be assigned by management Working Conditions

• Full time schedule working a minimum of 5 days per week, after hours and on call as needed.
• Requires sitting. standing, bending, and walking for the majority of shifts
• Travel may be required.

Pay:

From $28.00 per hour

Benefits:

401(k) 401(k) matching Company car Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance

Experience:

ATM software/hardware: 1 year (Preferred)

License/Certification:

Driver's License (Required)

Work Location:

In person