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Technical Help Desk
Ref No.: 18-07985
Location: Highlands Ranch, Colorado
Title: Helpdesk Support Analyst-ATM Network
Location-Colorado 80129
Duration-6 months+
Shift-Night Shift


Provide L1 technical support for Visa Inc.'s commercial ATM (Automatic Teller Machines) systems. This includes troubleshooting various common issues experienced with network connectivity to ATM systems at client sites, following documented support procedures ensuring the highest quality of service delivery.

Must have skills
1-2 Years of help desk / service desk experience.

Nice to have skills
Experience with ATMs (from either a servicing or financial perspective) is a HUGE plus / Experience with ITIL or ITIL certification / Bachelors Degree

Roles and responsibilities
This is a night shift position. Answer calls for ATM (service techs, vendors, client base), troubleshoot problems (connectivity, network issues, software issues) (viper ticketing)

Preference on industry background or previous companies worked for?
Experience with ATMs

Responsibilities:
• Answer incoming calls on the Visa Operation Command Center toll free number for ATM support.
• Provide basic routine troubleshooting for Visa Inc.'s commercial ATM (Automatic Teller Machines) systems, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for more complex, unfamiliar issues.
• Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards.
• Monitor and address events presented via standard alerting utilizing a variety of hardware and software tools and techniques.
• Coordinate and communicate with Telco carriers to resolve circuit related failures.
• Support activities related to scheduled change or maintenance projects.

Qualifications:
• Associate degree in technology discipline or equivalent experience; typically requires a minimum of 1-2 years of experience in a technical customer support/helpdesk environment.
• Demonstrated analytical abilities in independently resolving routine problems within technical areas of responsibility.
• Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to the quality of service delivery.
• Motivated team member with abilities to influence others in collaborative and innovative initiatives.
• MS Office Proficiency
• Experience with BMC Remedy, Tivoli NetCool monitoring, and Tandem mainframe a plus.
• ITIL foundation certification a plus.
• Experience with MS SharePoint 2007,2010 or 2013 a plus.

Schedule
Week 1 = 48 scheduled hours
Sun OFF
Mon 6 pm – 6:30 am
Tues 6 pm – 6:30 am
Wed OFF
Thur OFF
Fri 6 pm – 6:30 am
Sat 6 pm – 6:30 am

Week 2= 36 scheduled hours
Sun 6 pm – 6:30 am
Mon OFF
Tues OFF
Wed 6 pm – 6:30 am
Thur 6 pm – 6:30 am
Fri OFF
Sat OFF​​​​​​​