Categories: IT Support, Help Desk, ATM Operations

Job Description:

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com.

ATM Operations Job Description  
ATM Help Desk is responsible for monitoring and providing hardware Help Desk support for Automated Teller Machines (ATMs) nationwide.  The ATM Help Desk role is supporting a 24/7 bilingual (English/French) ATM Help Desk environment and performing the following functions:

• Incident and lifecycle Management
• Coordinate service and monitor production ATMs
• Troubleshoot ATM Failures 
• Provide technical support to first level service providers
• Bilingual support – French/English
• Respond to Branch inquiries relating to ATM availability and function
• Vendor Management and Support
• Liaise between Vendors, Customers and Internal DXC Departments 
• Software and Marketing Content distribution 
• IMAC Services
• Reporting
• Project and Implementation Activities 

ATM Support Help Desk Knowledge and Skills:
Bilingual English and French. 
Help Desk ATM Monitoring and ATM Help Desk Support background. 
Ability to solve technical problems within scope of ATM support role.
Knowledge of NonStop/Tandem is an asset. 
Must be able to work in challenging environment. 
Must be able to work in a 24/7 shift environment.
Must be ready to work flexible hours.
Demonstrated good teamwork with peers.
Must be proficient in professional oral, written and telephone communication skills. 
Able to handle multiple customers and associated mailboxes.
Able to gather relevant information systematically to troubleshoot ATMs.
Able to work from standard protocols/documents.
Understanding of ATM tools and office tools such as:

• Gasper/ESQ
• Tango
• EMSREAD/TACL
• Radia
• Service Now
• Base24/TSS GUI – ATD, EPP
• Sharepoint
• Service Manager - SM9
• AWS
• Outlook

ATM IMAC (Install,Moves,Adds and Changes) 
Review all ATM Schedules, track changes and action changes
Add/Update/Remove ATMs from Gasper monitoring system
Add/Update/Remove ATD files
Add/Remove EPP serial numbers
Send requests to Non Stop Support to Add/Update/Remove ATM on Non stop
Issue Commserv requests to Telco to Add/Remove ATMs from Telco Network for CIBC
Daily and Monthly Reporting, and tracking of all ATM IMACs
Perform IMAC troubleshooting for all activities
Provide support for troubleshooting production Issues for TD

Customer Relationship: 
Must be able to work with the key customers and vendors.
Ability to build and maintain ongoing relationships with customers, peers, and support partners. 
Responds to customer- relations problems promptly and appropriately, escalates issues according to established procedures. 
Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. 
Respond to common service, product, technical, and customer-relations questions. 

Experience Required: 

Must have working (minimum 2 years) knowledge and experience in ATM environments

Must have working (minimum 2 years) experience on an ATM Help Desk.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.