ATM Help Desk Support

Dexian; McLean (VA); Remote; USD 28,000 - 34,000; Full time

Job summary

Dexian is seeking an ATM Technical Support Specialist to assist field technicians and ensure 24/7 production reliability in a remote work setup.

You will troubleshoot hardware, software, and network issues on ATMs, handle escalations, and coordinate with vendors to keep operations running smoothly.

The role requires clear communication, strong time management, and flexibility to work nights and weekends.

Qualifications

• Minimum one year in a similar support role.
• Strong interpersonal and end-user engagement skills.
• Excellent written and verbal communication.
• Ability to handle confidential matters judiciously.
• Good time management and prioritization.
• Willingness to work nights and weekends.

Responsibilities

• Provide technical phone support to ATM field technicians and vendor personnel.
• Troubleshoot ATM hardware, software, network, and service issues.
• Coordinate with internal teams and external vendors to resolve escalations.
• Ask probing questions to diagnose faults and determine solutions.
• Monitor multiple email inboxes and status reports within SLAs.
• Follow up on escalations to ensure timely closure.
• Manage multiple systems while maintaining productivity and quality.

Skills

Customer support

Troubleshooting

Communication

Time management

Remote collaboration

Tools

ATM software issues

Networking basics

Job description

Job Description:

Location : Remote

Pay Range: $20/hr - $25/hr on W2

Duration: Long Term

Position Summary

Supporting a high-availability ATM fleet by providing technical support to field service technicians and ensuring optimal performance in a 24/7 production environment. The role involves troubleshooting hardware, software, network, and service issues, handling escalated customer concerns, and maintaining efficient operations across multiple systems and communication channels.

Key Responsibilities

• Provide technical phone support to ATM field service technicians and other vendor personnel.
• Troubleshoot hardware, software, services, and network failures related to ATMs using established processes.
• Act as a liaison to resolve escalated issues between internal teams and external vendors.
• Conduct basic troubleshooting, ask probing questions, and determine solutions to faults.
• Monitor and respond to multiple email inboxes, reports, and status updates within service level agreements.
• Follow up on escalations to ensure smooth resolution and accurate closure.
• Manage multiple systems simultaneously while maintaining productivity and quality standards.

Required Qualifications

• Equivalent work experience, with at least one year in a similar support role.
• Strong interpersonal skills and ability to work effectively with end users.
• Excellent written and oral communication skills.
• Ability to handle confidential matters judiciously.
• Good time management skills and the ability to prioritize tasks.
• Flexibility to work nights and weekends as needed.
• Ability to diagnose issues based on the current state of ATMs.
• Troubleshooting experience with ATM software issues.

Preferred Qualifications

• Experience working in a fast-paced technical support environment.
• Demonstrated ability to troubleshoot network, hardware, and software issues related to ATMs.
• Prior experience acting as a liaison among internal teams and external vendors.
• Proven ability to work with multiple systems and manage reports efficiently.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.