Ito Service Delivery Rep - Mississauga, Canada - DXC Technology

DXC Technology

Verified Company

Mississauga, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Description:

Responsible for monitoring and hardware support for Automated Teller Machines (ATMs) nationwide.

Supporting a 24/7 environment and performing the following functions:

Bilingual English/French
Incident and lifecycle Management
Coordinate service and monitor production ATMs
Troubleshoot ATM Failures
Provide technical support to first level service providers

Bilingual support

French/English
Respond to Branch inquiries relating to ATM availability and function
Vendor Management and Support
Liaise between Vendors, Customers and Internal DXC Departments
Software and Marketing Content distribution
IMAC Services
Reporting
Project and Implementation Activities

Knowledge and Skills:
ATM Monitoring and Support background.

Ability to solve technical problems within scope of ATM support role.

Knowledge of NonStop/Tandem is an asset.

Must be able to work in challenging environment.

Must be able to work in a 24/7 shift environment.

Must be ready to work during flexible hours.

Demonstrated good teamwork with peers.

Must be proficient in professional oral, written and telephone communication skills.

Able to handle multiple customers and associated mailboxes.

Able to gather relevant information systematically to troubleshoot ATMs.

Able to work from standard protocols/documents.

Asset in understanding of ATM tools such as:

Gasper
Tango
EMSREAD/TACL
Radia
Service Now

Base24/TSS GUI

ATD, EPP
Sharepoint

Service Manager

Customer Relationship:
Must be able to work with the key customers and vendors.

Ability to build and maintain ongoing relationships with customers, peers, and support partners.

Responds to customer
- relations problems promptly and appropriately, escalates issues according to established procedures.

Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.

Respond to common service, product, technical, and customer-relations questions.

Education and Experience Required:
3-5 years of working knowledge and experience in ATM environments.

High School Diploma or equivalent; 2 year post-high school Degree (technical field).

Knowledge of corporate work environments.

Note:
This option is reserved for applicants needing a reasonable accommodation related to a disability.