Jobs CRDB, Specialist; ATM & POS Support
Specialist; ATM & POS Support
Job Purpose
–
Responsible
to provide pro-active, efficient and cost effective second level
technical support to ensure highest ATM and POS terminal services uptime
to customers.
Key Responsibilities
Branch User support responsibilities:
- Train
branch ATM custodians how to operate the ATMs correctly and
efficiently, e.g. Cash replacement, operator control panel, clear note
jams and recycle bins, replacement of consumables, etc. - Provide
to merchants and agent POS terminal users basic POS operational and
maintenance training (power on / off, login / log-off, receipt printing,
etc.) and basic troubleshooting skills (out of power, network
connectivity, etc.).
Technical support responsibilities:
- Provide
effective first and second level support for all ATM & POS issues
in order to achieve ATM uptime of 99% and above consistently. - Maintain an updated inventory of all ATMs and POS, including their location.
- On-site
supervision of vendors during installation of new ATMs to ensure good
workmanship and quality of work, as well as performing the following
tasks: - ATM software installation using ATM disk image;
- ATM security set-up (key injection, etc.);
- Network devices & setup (GPRS, CDMA, IP Address, etc.);
- Re-calibration of ATM cassettes to correct denominations
- Configurations
and installation of new POS terminals at branches, agents &
merchants. Undertake all POS repair and maintenance at Agent / Merchant
site. - Constantly monitoring all ATMs centrally using ATM Manager System.
- Closely
follow-up, attending and resolving all ATM & POS queries &
incidents escalated from 1st Level support teams that are to be resolved
internally. - Timely attend to the ATM health reports (list of ATMs that require attention) generated by Network Operations Center.
- Escalate
to 3rd level technical support (ATM / POS / Switch and closely
follow-up all ATM & POS and system queries & incidents that
cannot be resolved internally. - Closely supervise the periodic
ATM Preventive Maintenance (PM) work carried out by ATM support vendors
to achieve highest level of ATM performance, good workmanship, accuracy
and quality of work.
Experience, Knowledge and Skills Requirements
- Bachelor
Degree in Information Systems (IS), Computer Science, Electrical
Engineering, Electronics & Telecommunication Engineering. - Minimum of 3 years’ experience in IT Industry with exposure of 2 years in ATMs & POS support and operations.
- Certifications in CISCO/MSCA WINDOW 10 will be added advantage.
- Knowledge of Microsoft Windows PC Operating system version 7 & 10.
- Experience in supporting NCR and GRG ATMs.
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