IT Support

• Diagnose ATM issues by understanding current device states and providing accurate resolutions.
• Communicate effectively with internal and external customers, adjusting language and tone to meet their needs.
• Act as a liaison between Technical Support, Account Managers, and other Cardtronics personnel to resolve escalated issues.
• Create, review, and close support tickets while maintaining accurate customer records.
• Answer inbound calls from clients, customers, and external vendors.
• Follow call trees to route calls appropriately based on caller needs.
• Handle Regulation E/Card Trace inquiries with professionalism and accuracy.
• Make outbound calls to clients, customers, and vendors for follow-up and troubleshooting.
• Provide basic technical support and ask probing questions to assist field technicians.
• Work across multiple systems simultaneously to resolve issues.
• Monitor and respond to multiple email inboxes within defined SLAs.
• Manage internal/external reports and provide timely status updates.
• Follow up on open investigations to ensure resolution and closure.
• Participate in special projects as assigned by management.

Help Desk Representative II

Director, Enterprise Architecture

Head of Enterprise Architecture

Threat Emulation and Exploit Engineer

Help Desk Supervisor, TS/SCI w/Poly

IT Engineer