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Service Operations Technology Team Specialist
Diebold
North Canton, OH, United States
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Description
Reporting to the Support Desk Supervisor this position is focused on customer service at an advanced technology level within the TD ATM Support Desk. The Analyst will assist the Support Desk Supervisor with training, coaching, mentoring and overseeing the operational performance of their dedicated lines of business. While ensuring that all targets as defined by established Service Level Agreements are being met and value is being added to the external and internal client base.
This individual will handle day to day customer, operational, escalation responsibilities and support duties. They will also handle more complex customer issues and work on special projects for the Supervisor Support Desk and Sr. Manager. For example identifying and creating operational efficiencies, attending meetings, and acting as subject matter experts in support of team function.
• Responsible for the software support of the TD ATM fleet. Performing troubleshooting, problem resolution and verifying of all managed services.
• Provides daily updates and communication to the Technology Team so that software investigations are answered in a timely, efficient and knowledgeable manner.
• Delivers continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service for the Support Desk and Technology Team.
• Accountable for training members of the Technology Team and TD ATM Support Desk when required.
• Creates and maintains a high-quality work environment so Technology Team Agents are motivated to perform at their highest level.
• Assists the Support Desk Supervisor with daily operation of the Support Desk to include the development, analyses and implementation of staffing, training and reward/recognition programs.
• Publish Terminal, Daily and Monthly Software Reload Reports
• Publish Card Retain Reports
• Cancelled Deposit Query
• Commander Team Compare Report Investigations
• Daily Technical Correlation Call
• Vista ATM Log Capture as well as the ability to read and interpret logs
• Log Capture of One Touch Logs
• Creation and Managing of Phoenix Tickets
• Creation of Professional Services Ticket
• Troubleshooting of Radia Issues and Deployments
• Troubleshooting of Commander Connectivity
• Verification of Managed Services
• Change Advisory Board Report
• Monitoring of SCOM Alerts
• OPC or Reg E Investigations
• Respond to TD escalations
• Create Incident Records, Notify TD for Escalations
• AWF within SLA Requirements
• Participate in Triage Calls
• Maintain and Report Operational Self SLOs
• Creation of Change Records
Qualifications
• High School Diploma required, Associate’s degree in a related field preferred.
• Understanding of the TD ATM Support Desk as it pertains to managed services, operations management, and service delivery environments.
• Full knowledge of Diebold Nixdorf and 3rd party systems as they interact with Terminal and Site Performance dependencies and interconnections. i.e. XMS/Advisor, Radia/Software Deployment, Transaction Viewer, End Point Security, AD Support, FACTS, DECAL, Sidekick, Click & etc.
• Strong technical, analytical, communication and problem solving skills
• Strong communicators with outstanding leadership skills
• Display the ability to navigate complex customer or business issues with the ability to troubleshoot and solve problems with a large degree of independence.
• Position requires a self-motivated individual who is able to work independently or in a team environment.
• Capable of managing multiple responsibilities simultaneously and prioritizing.
• Ability to work in both a pro-active and re-active manner concurrently.
• Ability to deal with current challenges as well as expected rapid growth.
• Possesses autonomy, initiative, and a strong sense of accountability.
• Capacity to meet deadlines and to work under pressure.
Diebold Nixdorf, Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status.