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    service delivery technician - Minneapolis, United States - HTx Services LLC

    HTx Services LLC
    HTx Services LLC Minneapolis, United States

    3 weeks ago

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    Description

    The SDT II is responsible for providing end-to-end support to assigned Financial Centers and/or clients within a given sub-region; ensuring that all problems are resolved or directed to the appropriate department. The SDT II will be expected to resolve and diagnose complex system hardware, software, and operator problems recommending and performing remedial actions for trouble resolution. In addition, the SDT II will be expected to serve as a subject matter expert resource for the SDTI personnel within their given sub-region, providing coaching and on the job training to less experienced colleagues. The SDTII will assist in any ad-hoc duties, projects and activities, in other departments as and when needed.

    **Essential Duties and Responsibilities:**

    Support Financial Centers and back office staff by maintaining equipment through Preventative Maintenance, installations, modifications, and repairs on all affiliated hardware including ATMs, Teller/Platform System, Voice, Networking, and Data Communication Equipment.

    Expected to resolve complex issues in support of trouble resolution and installs

    Responsible for timely resolution of requests received through Incident Management and other ticketing systems.

    Assume lead role on projects and other initiatives.

    Ensure prompt, professional and efficient service to both internal and external clients

    Support less experienced colleagues by proactively assisting them with trouble resolution and installations

    Must have the fortitude to work with unfamiliar technology and issues

    It is crucial to build and maintain solid working relationships with clients, both internal and external.

    Proactively identify potential maintenance and/or repair needs that could impact customer service and sales for assigned locations

    Assist less experienced colleagues with developing contacts and partnerships with other HTx departments that will help improve their overall effectiveness

    Administrative duties are expected to be completed in order to ensure that management is provided with the information necessary to track progress and staffing needs, these include:

    Submission of expense and maintain reports

    Periodic written reports

    Other work ordered documents

    Inventory of company equipment

    Maintenance of company vehicle as required.

    **Qualifications and Requirements:**

    Technical work history, with 5 to 7 years of experience in Field Service Maintenance on ATMs and/or desktops using Trouble Management Systems, diagnostic tools, Asset Management Systems and other tools to effectively execute daily operations

    Strong knowledge of Networking Basics (i.e., Topologies, Cabling, and Networking Hardware) and basic communication protocols (e.g., TCP/IP)

    Strong knowledge of LAN/WAN, Internet, Windows Operating Systems, Applications, and Electronic Mail Systems, P/C Hardware Troubleshooting (i.e., System Disassembly and Inspection, Motherboards, Microprocessors, ROM, RAM, Serial Parallel Ports, and USB ports, CD/DVD Drives and Hardware Diagnostics)

    Ability to read electrical schematics comprehending diagnostic and repair instructions for data/telecommunication network and systems equipment

    Technical Certificates such at A+ and MCP a plus

    Team orientated professional with excellent communication skills

    Ability to manage multiple priorities as required

    Solid knowledge of Microsoft Word and Excel products

    Ability to adapt to a rapidly changing work

    Articulate specific repairs, installs, and maintenance related work to clients in non-technical terms

    Works under minimal supervision to perform job functions

    Highly motivated, self-starter that requires little hands-on management. Able to refer to supervisor with any questions or concerns with task

    Valid Drivers License

    Ability to travel and flexibility to work overtime as needed

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