16 days old

Remote Monitoring Support Specialist

  • Job Code

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems.If solving problems and helping others succeed excites you, lets talk!

Your Role and Responsibilities
The Remote Monitoring Support Specialist interfaces with the real time ATM monitoring tooling, analysing issues and applying remote fixes where possible. They also analyse all incidents routing to other resolver groups ensuring sufficient information/diagnosis has been carried out and then confirming a quality fix has been carried out prior to closing the ticket. The team additionally provides support to L1, maintains the centre technical knowledge base and manages more complex issues, interfacing with the client and service providers.

  • Ensure stable operation and operational quality for the client with proactive/real time ATM monitoring and reporting/tracking of contractual SLAs (service level agreements), utilizing customer specific workflow control
  • Daily review of Incidents and administrative tasks
  • Analysing and routing of incidents to resolver groups
  • Provide support assistance for technical escalations to clients and service personnel.
  • Perform problem determination and problem source identification utilizing tools, procedures, maintenance packages and processes.
  • Contribute to maintain and improve client satisfaction.
  • Recommend changes to monitoring rules/software, tools, procedures, maintenance packages and processes
  • Articulate IBMs service delivery and technical support methodology.
  • Timely respond and process technical escalations within agreed service levels.
  • Develop technical skills to ensure highest standards of support capability.
  • Participate in a standby/out of hours rota which will be mandatory at some point.
  • Analyse and process hardware/operating systems/systems management related problems
  • Own and technically process client problems
  • Analyse and submit technical information into knowledge base solutions for use by wider team


Required Technical and Professional Expertise
  • Dynamic individual able to work in a high-volume busy environment in a shifted resource model
  • Ideally competent technically and practically on a range of ATM brands and models including Diebold Nixdorf, NCR, mono/multi-function machines, kiosks and intelligent deposits/recyclers. However, training will be given to candidates with technical skills in other comparable electro mechanical products
  • Experienced using call scheduling tools and/or monitoring tools preferred
  • Able to technically interpret incidents and select the right course of action to resolve issues promptly
  • Able to own complex issues and timely and accurately process problems
  • Capable of executing a logical problem determination process
  • Highly client focused
  • Good team worker and able to work with minimum supervision
  • Able to work accurately under pressure
  • Good communication skills
  • Flexible and able to learn new skills through self-study in addition to formal training
  • Fluent speaking and writing in German and English

Preferred Technical and Professional Expertise
  • Operational knowledge of ATM monitoring operations/software, ATM hardware platforms, S/W and operating systems or experienced in a comparable electro-mechanical environment eg printers, retail POS, kiosks, ticketing machines etc
  • Knowledge of ATM or comparable electro-mechanical modules, networking connectivity and typical fault finding/remote problem determination
  • Working knowledge of Windows PC hardware/firmware/operating system/application
  • Experience in ATM or comparable electro-mechanical service and support preferred
  • Experience working in a remote support centre - ideally in a monitoring or technical support role is an advantage

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking.If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS isthe place for you!

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-11-26 Expires: 2019-12-26

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