Responsibilities:
• Answer incoming calls on the Operation Command Center toll free number for ATM support.
• Provide basic routine troubleshooting for commercial ATM (Automatic Teller Machines) systems, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for more complex, unfamiliar issues.
• Monitor and work email communications from our clients and internal teams timely and efficiently.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Monitor and address events presented via standard alerting utilizing a variety of hardware and software tools and techniques.
• Support activities related to scheduled change or maintenance projects.

Qualifications:
• Associate degree in technology discipline or equivalent experience; typically requires a minimum of 1-2 years of experience in a technical customer support/helpdesk environment.
• Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility.
• Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to the quality of service delivery.
• Motivated team member with abilities to influence others in collaborative and innovative initiatives.
• MS Office Proficiency
• Experience with Service Now, Tivoli NetCool monitoring, and Tandem mainframe a plus.
• ITIL foundation certification a plus.
• Experience with MS SharePoint 2007,2010 or 2013 a plus.
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