Technical Support Specialist

Job Title: Technical Support Specialist

Client: ATM Machine Manufacturing Company
Duration: 12 Months - Possible Extension
Location: Remote
Shift: Monday-Friday | 7:00 AM - 4:00 PM

Description:

Job Summary

The Technical Support Specialist will provide technical troubleshooting and IT support across multiple platforms and systems. The role focuses on system log analysis, ATM and software troubleshooting, ticket management, software deployments, cybersecurity alerts, and technical escalations.

The specialist will work closely with internal teams, customers, and field technicians while managing multiple technical requests in a fast-paced environment.

Key Responsibilities

• Pull and review Vista, 1T, Payment One, and FCC system logs.
• Open, manage, and track tickets using Jira, SMAX, PagerDuty, and ServiceNow.
• Troubleshoot ATM-related issues with field technicians.
• Support deployment troubleshooting and prepare deployment reports.
• Verify services following newly deployed software installations.
• Respond to technical requests from internal teams and customers through email.
• Monitor, detect, analyze, and respond to CSIRT/cybersecurity alerts.
• Complete escalation tickets received from the TD Support Desk.
• Escalate ATM-related network issues to the Customer Network Team.
• Create field-work tickets when required.
• Perform first-level log reviews and application troubleshooting.
• Handle Electronic Pin Pad (EPP) whitelisting and serial-number tracking.
• Submit tickets related to EPP serial numbers.
• Complete customer OPC requests.
• Assist with updating technical policies and processes.
• Coordinate technical issues and escalations with the appropriate teams.

Required Qualifications

• 2-3 years of technical support or IT operations experience.
• Experience troubleshooting technical issues across multiple platforms.
• Experience analyzing and interpreting system logs.
• Experience with ticketing systems such as Jira, SMAX, PagerDuty, or ServiceNow.
• Knowledge of network incident management and cybersecurity/CSIRT alerts.
• Experience with software deployment and verification.
• Familiarity with security protocols and camera troubleshooting.
• Strong written and verbal communication skills, including phone and email support.
• Ability to multitask, prioritize requests, and work effectively under pressure.

Education

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field.

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Similar technical support or IT service management certification

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