Hardware Support Specialist

About the role

This role is responsible for monitoring and supporting financial center hardware across the company's footprint, including ATMs, Teller Cash Recyclers (TCRs), currency counters, and related peripherals. The position primarily provides ATM technical support to financial centers within a call center environment and assists with the implementation of hardware upgrades, software enhancements, and new system capabilities.

Responsibilities

• Monitor and support financial center hardware, including ATMs, TCRs, currency counters, and related peripherals.
• Provide professional, responsive customer support through phone and email interactions, demonstrating strong communication and service skills.
• Proactively follow up on open service requests to ensure timely resolution and user satisfaction.
• Coordinate, place, and track ATM hardware service calls with external vendors, maintaining accountability through issue resolution.
• Act as a key liaison for ATM vendor relationships by providing status updates, monitoring progress, and communicating effectively with all stakeholders until full-service restoration is achieved.
• Serve as the primary point of contact for ATM hardware issues impacting financial centers.
• Maintain accurate inventory control and asset management for financial center hardware by tracking deployments, relocations, and available spare equipment.
• Ensure records are current and reliable to support operational needs.
• Coordinate and manage the installation and removal of financial center hardware for new locations, renovations, and financial center closures, ensuring compliance with established procedures and timelines.
• Monitor the lifecycle and end of life status of financial center hardware to ensure visibility and proactive management.
• Identify operational and compliance risks associated with aging equipment, support hardware refresh planning, and assist in coordinating replacement or decommissioning activities in alignment with business priorities and timelines.
• Participate in projects, training sessions, and professional seminars related to financial center hardware and software systems to maintain current knowledge of industry standards and emerging technologies.
• Assist with the testing and validation of additional systems, including teller processing platforms, to support team initiatives and ensure reliable system performance as needed.

Requirements

• Associate Degree or the equivalent experience in a specialty information technology or related field.
• 3 or more years banking, technical support, or hardware support experience.

Qualifications

• Familiarity with ATMs and associated settlement process (preferred).
• Strong customer service, documentation, and organizational skills.

Skills

• Familiarity with ATMs and associated settlement process (preferred).
• Strong customer service, documentation, and organizational skills.

Benefits

As part of our Total Rewards program, Fulton Bank offers a comprehensive benefits package to those who qualify. This includes medical plans with prescription drug coverage; flexible spending account or health savings account depending on the medical plan chosen; dental and vision insurance; life insurance; 401(k) program with employer match and Employee Stock Purchase Plan; paid time off programs including holiday pay and paid volunteer time; disability insurance coverage and maternity and parental leave; adoption assistance; educational assistance and a robust wellness program with financial incentives.