L2 ATM Technical Support

The L2 ATM Technical Support role is responsible for second-level support and troubleshooting of ATM/ITM systems in a production environment. This position handles escalations from Level 1 support and is accountable for resolving the majority of ATM-related issues across application, device, and connectivity layers.

The role supports s ystem stability, incident response, and operational continuity, while escalating complex or systemic issues to L3 as needed.

Requirements

Incident Management & Escalation

• Act as the primary Level 2 escalation point for ATM-related incidents
• Troubleshoot and resolve issues across:
• ATM applications and software
• Device components (dispenser, card reader, PIN pad, printer)
• Network and connectivity issues
• Manage incident tickets within SLA and ensure accurate documentation
• Escalate unresolved or high-impact issues to L3 with supporting analysis

ATM System Support

• Support ATM/ITM software configuration, deployment, and maintenance
• Monitor system performance and identify recurring issues
• Perform log analysis and basic system troubleshooting
• Assist in maintaining ATM uptime and operational stability\

Transaction & Payments Support

• Support ATM transaction processing, including:
• Authorization issues
• Reversal and exception handling
• Assist with troubleshooting transaction flow issues (ISO 8583 awareness preferred)
• Validate transaction data and assist with reconciliation efforts

Vendor & Field Coordination

• Coordinate with ATM vendors (e.g., NCR, Diebold, Hyosung) and field service teams
• Provide guidance for hardware troubleshooting and issue resolution
• Track and follow up on vendor incidents through resolution

Documentation & Continuous Improvement

• Maintain and update support documentation and knowledge base materials
• Identify recurring issues and escalate improvement opportunities
• Provide feedback and documentation support to L1 teams

Required Qualifications

• Bachelor's degree in information technology, Computer Science, or equivalent work experience
• 1-2 years of experience in:
• ATM support, IT support, or technical operations
• Strong troubleshooting skills across:
• Applications, hardware devices, and network connectivity
• Basic knowledge of:
• ATM systems and components
• Networking fundamentals (TCP/IP)
• Experience with:
• Windows environments
• Incident/ticket management systems
• Fluent in Spanish and English language

Benefits

• 401(k) Plan

• Health/Dental/Vision Insurance
• Employee Stock Purchase Plan
• Company-paid Life Insurance
• Company-paid disability insurance
• Tuition Reimbursement
• Paid Time Off
• Paid Volunteer Days
• Paid Holidays
• Casual Office Attire
• Plus many more employee perks & incentives!

We are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

All application materials including that which is submitted on our applicant tracking system, including resumes, cover letters, and responses, must accurately reflect your own qualifications and experience. The use of any false or misleading content - including any information that is created through the use of AI that is not a true and accurate description of your skills, qualifications, or experience - is strictly prohibited. By submitting your application, you certify that all information provided is truthful and created by you. Any violation may result in disqualification from the recruitment process. If your employment has already begun and it is later discovered that you misrepresented your skills or qualifications, whether through false information or AI-generated content, this may result in disciplinary action toward you, including but not limited to the termination of your employment.