Atm Device Monitoring Agent

Izicash; Gauteng; On-site; ZAR 180,000 - 280,000; Full time

Job summary

IZI South Africa is seeking an ATM Device Monitoring Agent to coordinate field operations from Centurion. You will liaise with the Clearing Team and Custodians to manage non-operational devices, estimate ETAs and schedule field staff efficiently.

The role requires a minimum of 2 years ATM field experience, a Grade 12, and a customer-centric, safety-conscious approach to problem solving and time management.

Qualifications

• Grade 12
• Minimum of 2 years ATM Field experience
• Demonstrated understanding of ATM Custodian and ATM Clearing Team duties
• Ability to deal with Pressure/Time Management
• Effective Problem Solving and Decision Making abilities
• Customer Centric

Responsibilities

• Coordinate logistics with IZI Clearing Team or Custodians for down devices and estimate ETA.
• Inform on-duty agents of non-operational devices and create schedules for field staff.
• Monitor FLM resolutions; escalate to SLM vendors (Altron, Bytes, Diebold) when needed.
• Allocate maintenance calls and software/device upgrade projects as required.
• Uphold Safety First and adhere to Health and Safety procedures.

Skills

ATM Field Exp

Problem Solving

Time Management

Customer Service

Education

Grade 12

Job description

IZI South Africa , a leading provider of integrated cash management solutions is recruiting 1 ATM Device Monitoring Agents based at our operations in Centurion, reporting to the National ATM Manager.

About the Role

Reporting to the National ATM Manager, you will coordinate the logistics with the IZI Clearing Team or Custodians of devices that are non-operational and establish estimated time of arrival (ETA), for each down device

Your Key Responsibilities will Include:

Effective coordination of Logistics

• Inform the Agent that is on duty for the day of the non-operational devices after establishing the estimated time of arrival from the IZI Clearing Team or Custodian

• The Agent thereafter creates a schedule for the IZI Clearing Team or Custodian that has been allocated to attend to the down device, (this access is created to that IZI field staff member smart lock key, to access the ATM Cubicle and ATM Safe).

• On arrival at the device the IZI Clearing Team or Custodian will try to resolve the issue as normal First Line Maintenance (FLM)

• If the fault cannot be resolved as First Line Maintenance (FLM), then the IZI Clearing Team or Custodian will inform The Agent on duty

• The respective vendor (Altron, Bytes or Diebold) as a Second Line Maintenance (SLM), will allocate a technician to attend

• When the technician ETA has been established, the Agent will allocate to IZI Clearing Team or Custodian to attend the call

Effective allocation of calls

• Assign Preventative Maintenance calls - as per Client roster

• Assign Deep Cleaning Calls as per IZI Custodian and Clearing Team field information

• Assign Network calls after engaging with the Clients Network Team

• Assign Maintenance calls i.e. for cubicle globes, etc to be changed or replaced

• Assign Project/s Calls i.e. software upgrades or device upgrades

Health and Safety

• Embrace a culture of “Safety First”

• Adhere to company Health and Safety Procedures and not only isolated to vehicle safety

• Do not expose self, vehicle, assets and crew to any risks

• Do not expose any member of the public or customers at risk

• Participate in safety forums at the branch level

• Reporting of all safety incidents to the Control Room

• Attend safety education and refresher programmes

• Wear protective clothing (bulletproof vests) at ALL times in the performance of one's duties (this includes any Secure environment)

• Wear protective clothing at ALL times

• To obey any reasonable instruction/duties issued by branch management

Qualification and Experience requirements

• Grade 12

• Minimum of 2 years ATM Field experience

• Demonstrated understanding of ATM Custodian and ATM Clearing Team Duties

• Ability to deal with Pressure/Time Management

• Effective Problem Solving and Decision Making abilities

• Customer Centric