ATM Device Monitoring Agent

IZI; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

IZI South Africa seeks to appoint four ATM Device Monitoring Agents to be based at the Standard Bank Head Office in Johannesburg. Agents will coordinate logistics for non-operational devices and establish ETAs with the IZI Clearing Team or Custodians, ensuring access to ATM cubicles and safes as required.

Responsibilities include coordinating down-device responses, scheduling field staff, and notifying the on-duty Agent. Health and safety guidelines must be observed at all times.

Qualifications

• Minimum of 2 years ATM field experience.
• Demonstrated understanding of ATM Custodian and ATM Clearing Team duties.
• Ability to deal with pressure/time management.
• Customer-centric approach.

Responsibilities

• Coordinate logistics with the IZI Clearing Team or Custodians and establish ETAs for down devices.
• Inform the on-duty Agent of ETA and manage scheduling for the Clearing Team or Custodian.
• Facilitate access to ATM cubicle and safe via smart lock keys.
• Oversee First Line Maintenance (FLM) by the Clearing Team or Custodian.
• Escalate to Second Line Maintenance (SLM) vendors (Altron, Bytes or Diebold) when needed.
• Allocate calls for Preventative Maintenance, Deep Cleaning, Network, Maintenance and Projects as per client roster.

Skills

ATM field experience

Pressure management

Problem solving

Customer focus

Decision making

Education

Grade 12

Job description

IZI South Africa, a leading provider of integrated cash management solutions, is seeking to appoint four (4) ATM Device Monitoring Agents. These positions will be based at the Standard Bank Head Office in Johannesburg, with the incumbents employed by IZI South Africa and reporting directly to the National ATM Manager.

About The Role

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 arriva 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