ATM Help Desk Technician (2nd Shift & Weekends)

TL;DR

ATM Help Desk Technician (2nd Shift & Weekends): Supporting nationwide ATM fleet by providing technical phone support to field service technicians with an accent on troubleshooting hardware, software, services, and network issues. Focus on driving first-time resolution, process control, and high availability in a 24x7x365 environment.

Location: Remote, EST, USA. Second shift: 3:00 PM – 12:00 AM EST, every weekend (Saturday–Sunday, 40 hours/week). Training: 3 weeks, 8am-5pm. Two consecutive days off during the week. Must be able to work nights and weekends.

Company

hirify.global, providing technical support for a bank's Technical Operations Center.

What you will do

• Provide technical phone support to ATM Field Service Technicians to drive high availability for production ATM fleet.
• Troubleshoot hardware, software, services, and network issues through established ATM processes.
• Act as liaison between internal bank teams, vendor account managers, and personnel to resolve escalated issues.
• Monitor multiple email boxes, handle reports and status updates within SLAs, and follow up on open escalations.
• Work multiple systems simultaneously and provide basic troubleshooting with probing questions for on-site clients and vendors.

Requirements

• Associate's Degree in Computer Science or Technology; or Technical Certification (Microsoft, Cisco, Unix/Linux, ITIL Foundations, CompTIA); or equivalent work experience (at least 1 year in similar role).
• Location: Remote from USA, EST timezone; must work 2nd shift and every weekend.
• Good interpersonal, written, and oral communication skills; ability to handle confidential matters.
• Strong time management, prioritization, and ability to work independently in fast-paced environment.
• Understanding of ATM systems to diagnose problems; efficient productivity and superior service quality.

Culture & Benefits

• Fast-paced, high-availability 24x7x365 technical support environment focused on operational excellence.
• Commitment to first-time resolution and sustainable ATM performance.