Remote ATM Deployment & Tech Support Engineer II

Jack Henry & Associates, Inc.

Branson (MO)

Remote

USD 65,000 - 90,000

Full time

10 days ago

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Job summary

Jack Henry & Associates, Inc. is seeking a Technical Support Engineer II to own technical support ownership for financial institution implementations, ATM conversions, production deployments, and related activities from kickoff through post-conversion turnover.

The role serves as the primary technical contact for clients and internal stakeholders, ensuring successful ATM deployments, connectivity testing, troubleshooting, and customer satisfaction in a remote capacity.

Qualifications

Minimum of 2 years of technical support, implementation, or systems engineering experience.
Minimum 2 years of customer service experience.
Basic understanding of computer networking and troubleshooting.
Proficiency with Microsoft Office applications.
Experience supporting customers remotely.
Experience managing multiple priorities in a fast-paced environment.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.

Responsibilities

Attend project meetings, team calls, and client discussions; communicate schedule conflicts proactively.
Assume ownership of assigned projects, including ATM configurations, client communications, documentation, and technical deliverables.
Serve as the primary point of contact for financial institutions regarding ATM-related activities, schedules, communications, and technical inquiries.
Lead conference calls supporting ATM implementations, conversions, and technical requirements.
Provide project status updates to management, internal teams, coordinators, and stakeholders.
Review and validate forms, technical documentation, and configuration details for accuracy and completeness.
Assist customers in developing and distributing conversion schedules and implementation plans.
Coordinate custom ATM service requests, upgrades, and modifications during customer conversions, including required documentation and paperwork.
Maintain project records in various business applications.
Complete all project checklists from kickoff through turnover.
Configure ATM driving platforms based on customer parameters.
Perform updates to ATM configurations and related systems.
Coordinate ATM connectivity testing, transaction testing, and implementation activities.
Troubleshoot ATM hardware, software, connectivity, and transaction processing issues.
Investigate and resolve escalated technical issues with in-depth knowledge of products and systems.
Validate ATM functionality and ensure successful settlement following implementation.
Provide first-time ATM settlement training and operational guidance to client personnel.
Deliver exceptional customer service by communicating technical solutions clearly.