Mindlance · 2 months ago
Network/Operations - Help Desk Support - Sr
Richmond, VA
Full-time
Hybrid
Mid, Senior Level
1+ years expMindlance is a company seeking a Senior Help Desk Support Technician to join their Technical Operations Center. The role involves providing technical support for ATM Field Service Technicians and ensuring high availability of ATMs in a 24x7 production environment.
Human Resources
Responsibilities
Supporting our production fleet by providing technical support to ATM Field Service Technicians and driving high-availability for fleet of ATMs
Providing technical phone support for service technicians, as well as process control and management that will drive first time resolution and sustainable ATM performance in a 24x7x365 high availability production environment
Through established ATM processes, the candidate will be required to troubleshoot issues and failures related to hardware, software, services, and network
Act as a liaison between internal bank team members, Vendor Account Managers and other vendor personnel to help resolve escalated customer issues
Provide efficient productivity and superior quality service while working in a fast-paced environment
Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
Ability to work multiple systems simultaneously
Handle internal/external reports and status updates
Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements
Follow-up on open escalations to ensure smooth handling and accurate closure
Qualification
Required
Associate's Degree in a Computer Science or Technology discipline; or
Technical Certification in Microsoft, Cisco or Unix/Linux Technologies, ITIL Foundations, CompTia; or
Equivalent work experience (e.g., at least 1 year in similar role) required
Must possess good interpersonal skills and is able to work well with end users
Excellent written and oral communication skills
Able to handle confidential matters judiciously
Good time management skills and able to prioritize
Must be able to work nights and weekends as needed
Ability to understand the current state of ATMs to fully diagnose problems for resolution
Act as a liaison between internal bank team members, Vendor Account Managers and other vendor personnel to help resolve escalated customer issues
Provide efficient productivity and superior quality service while working in a fast-paced environment
Provide basic troubleshooting and ask probing questions to assist clients and service vendors while on site
Ability to work multiple systems simultaneously
Handle internal/external reports and status updates
Monitor multiple email boxes and ensure accurate and precise responses within Service Level Agreements
Follow-up on open escalations to ensure smooth handling and accurate closure
Company
Mindlance
Mindlance is a Staffing and Recruiting company which provides multi-vertical staffing services
1001-5000 employees
H1B Sponsorship
Mindlance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (71)
2024 (53)
2023 (37)
2022 (72)
2021 (36)
2020 (40)
Funding
Current Stage
Late StageLeadership Team
R
Rajat Paul Dhall
Co-Founder & Managing Director
V
Vik Kalra
Co-Founder and Managing Director
Recent News
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