Job Description

Responsible to keep the ATMs up and running through monitoring and dispatching the service providers.

Responsibilities

• Observing ATMs status through different available utilities.
• Dispatch errors/quality checks/status check to Internal FLM.
• Open calls with ATMs Vendors with the errors that need Engineers (Second Line Support).
• Open calls with First Line Support Vendors, CIT Technicians.
• Follow up with internal stakeholders, and vendors until resolution.
• Ensure tickets are getting dispatched and addressed within SLAs.
• Report low and/or out of cash cases to Cash Forecasting unit.
• Act as First line support to fix minor errors through ATM Switch and Remote connection to ATM.
• Capture Incidents, and Alerts on the ticketing tool.
• Capture Actions taken to fix alerts, errors on the ticketing tool.
• Run queries that identify service errors and take actions accordingly.
• Handle request and inquires received from different communication channels according to procedures in a professionally manner and take appropriate action according to calls.
• Availability for support in Non-Business Hours as and when needed.
• Send daily Handover at the end of every shift with the postponed errors and down ATMs.
• Strict adherence to policies and procedures
• Have the flexibility to occasionally work off-schedule.
  
  

Qualifications

University graduate, from an accredited and recognized University

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