Technical Support II

Job#: 3052834 | Location: Saint Louis, Missouri (onsite) | Duration: 10 months

About the role

This position is for an ATM Operations L1 Support Analyst responsible for the day-to-day operations of the technology platform. The role involves identifying potential production failure scenarios, creating incident and enhancement tickets, and communicating with internal operations teams. The analyst will take ownership of escalations, performing troubleshooting, analysis, and resolution using query and programming skills.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Responsibilities

• Manage day-to-day operations of the technology platform, with a focus on ATM support.
• Perform problem and incident management, including creating tickets in a tracking system.
• Conduct troubleshooting, analysis, research, and resolution for technical escalations.
• Execute analytical, technical, and administrative work to support new and existing equipment and software.
• Interpret, evaluate, and resolve issues related to the functional operation of technology products.
• Provide phone queue support for technical issues and assist with the technical recovery of ATMs.
• Communicate with internal business and operations teams to address production issues.

Requirements

• Experience in a technical support, helpdesk, or electronic banking operational role.
• Demonstrated ability to troubleshoot issues to maintain network stability.
• Experience with incident management processes.
• Proficiency with navigating multiple applications simultaneously, including the Microsoft Office Suite.

Skills

• Customer service and communication skills (verbal and written).
• Organizational skills.
• Familiarity with Jira and Splunk.

Qualifications

• Previous knowledge of ATM servicing.
• Experience with root cause analysis.
• Proficiency with telephone systems, as a significant portion of the day involves telecom usage.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans (optional layer of financial protection).
• ESPP (employee stock purchase program).
• 401K program with company match after 12 months of tenure.
• HSA (Health Savings Account 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, access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months tenure.
• Certification discounts and other perks to associations including CompTIA and IIBA.
• Dedicated customer service team for consultants and certified Career Coach.