Technology Support II (ATM/Applications Tech Support)
Technology Support II (ATM/Applications Tech Support)
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Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support II team member within Corporate Sector Retail Workplace Technology Solutions you will collaborate with various field vendor disciplines to execute planned project activities. You will utilize industry best practices to assist field vendors in transitioning our ATM infrastructure to a new target state ultimately improving stability and functionality for our customers.
Job responsibilities:
- Act as the second line of support for requests involving ATM hardware or applications and operations processes
- Partner with various ATM Support groups team and product owners to resolve issues defects and conduct root cause analysis
- Be a problem solver for onsite ATM vendors requesting help with operational support questions responsible for providing deployment support and technical assistance and support related to software and hardware configuration.
- Responds to queries runs diagnostic programs isolates problem and implements solution.
- Communicate and promote and drive the strategic direction of the firm delivering technology solutions that meet internal and external needs
- Collaborate effectively with peer groups to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior managers
- Provide advanced PC and Network architecture and business processes support
- Analyze identify gaps in process and offer ideas for improvement in areas that require remediation or enhancement
- Analyze complex situations and trends to anticipate and solve incident problem and change management in support of full stack technology systems applications or infrastructure
Required qualifications capabilities and skills:
- 3 years of experience or equivalent expertise troubleshooting resolving and maintaining information technology services
- Advanced knowledge technical problem resolution
- Experience gathering and analyzing data to effect meaningful change in areas that need improvement
- Advanced knowledge of PC and Network architecture design and business processes
- Ability to communicate and drive the strategic direction of the firm delivering technology solutions that meet internal and external needs
- Effectively collaborate with peer group to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior managers
- Proactively identify gaps in process and offer ideas for improvement in areas that require remediation or enhancement
- Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Preferred qualifications capabilities and skills:
- Experience with one or more general purpose programming languages and/or automation scripting
- Intermediate knowledge of Excel Tableau and or Power BI
- Working understanding of public cloud
- Experience with tech support handling inbound & outbound phone calls with service technicians
- Skills program lifecycle management is a plus
Employment Type
Full-Time
