Network/Operations - Help Desk Support - Sr

100% remote role requiring adherence to standard work hours within the Eastern Time Zone. Candidates must be available for either an 8:00 AM to 5:00 PM EST or a 3:00 PM to 12:00 AM EST shift, including Saturdays and Sundays. Two weekdays off are allowed. No rate flexibility, possibility of extension, or conversion to permanent status.

About the Role

Join the Technical Operations Center – Technician Support as an ATM Help Desk Technician. This role involves supporting our production fleet by providing technical assistance to ATM Field Service Technicians, ensuring high availability for a fleet of ATMs in a 24x7x365 environment.

Responsibilities

• Provide technical phone support for service technicians, driving first-time resolution and sustainable ATM performance.
• Troubleshoot hardware, software, services, and network issues using established ATM processes.
• Act as a liaison between internal teams, Vendor Account Managers, and other vendor personnel to resolve escalated customer issues.
• Deliver efficient productivity and superior quality service in a fast-paced environment.
• Perform basic troubleshooting and ask probing questions to assist clients and service vendors on-site.
• Work with multiple systems simultaneously and handle internal/external reports and status updates.
• Monitor multiple email boxes, ensuring accurate and timely responses within Service Level Agreements.
• Follow up on open escalations to ensure smooth handling and accurate closure.

Requirements

• Associate’s Degree in Computer Science or Technology discipline, or Technical Certification in Microsoft, Cisco, Unix/Linux Technologies, ITIL Foundations, or CompTIA; or equivalent work experience (minimum 1 year in a similar role).
• Strong interpersonal skills and ability to work well with end users.
• Excellent written and oral communication skills.
• Ability to handle confidential matters judiciously.
• Good time management and prioritization skills.
• Must be able to work nights and weekends as required.
• Ability to diagnose ATM problems by understanding the current state of ATMs.
• Experience troubleshooting ATM software-related issues.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program and access to certification prep, technical/leadership courses, books, and seminars after 6+ months of tenure.
• Certification discounts and perks for associations like CompTIA and IIBA.
• Dedicated customer service team for benefits and resources, including a certified Career Coach.

Schedule

• 100% remote with required work hours in Eastern Time Zone.
• Shift options: 8:00 AM to 5:00 PM EST or 3:00 PM to 12:00 AM EST.
• Saturdays and Sundays are required; two weekdays off allowed.