Support Analyst (L1)

Key Responsibilities

• Provide phone queue support for technical and operational issues.
• Perform technical recovery of ATMs.
• Manage incidents and problems by creating tickets and enhancements in a tracking system.
• Conduct analysis, research, and resolution of issues using advanced query skills.
• Interpret, evaluate, and resolve problems pertaining to the functional operation of technology products.
• Communicate effectively with internal business and operations teams.
• Navigate multiple applications simultaneously to troubleshoot and maintain network stability.

Required Qualifications

• Demonstrated experience in a technical support, helpdesk, ATM servicing, or electronic banking operational role.
• Experience directly troubleshooting issues to maintain the stability of a network.
• Proficiency with the Microsoft Office Suite.
• Strong customer service, verbal, and written communication skills.
• Ability to work under general direction on moderately complex projects.

Technical Skills

• Familiarity with Jira.
• Familiarity with Splunk or Splunk Enterprise.

Preferred Qualifications

• Previous knowledge of ATM hardware and software.
• Experience with root cause analysis.
• Proficiency with telephone systems.

Pay

Commensurate with experience.

Schedule

Varies based on project needs.

Benefits

See details in the Benefits Overview section.