Experienced Level 1 Helpdesk Agent needed for contract work - Columbu

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We are are 3rd party IT services company looking to provide our client with an experienced Helpdesk Agent for their location in Columbus, GA. This would be a contracted position with the possibility of permanent hire or advancement based on the candidates performance. The work environment may require rotation in work hours, weekend or holiday hours, and/or extended hours, as needed, to accommodate 7 X 24 operations. The position involves prolonged periods of PC and telephone usage.
General Description and job function:
The AMC Level 1 agent’s primary responsible is proactively handling daily activity required for OTC (One Time Combination) issuance, trouble shooting with CE’s issues regarding programming and operational issues and assisting TSS agents as needed.
Key Areas of Responsibility
The main duties of the AMC Level 1 Agent include the following:
Accepts ownership of all calls routed to the AMC
Provides OTC’s for CE’s who cannot obtain an OTC using their RIM tool.
Handle Level 1 technical issue with Kaba Mas and S&G Locks as necessary. Agent works with TSS Lock Support as needed with more technical lock issues.
Handles Level 1 technical issues with TRACcess Keys and vaults as needed.
Monitors Lock closures for dispatches obtained by CE’s using the RIM Automated OTC tool and through direct contact with the AMC using established guidelines provided by NCR Global Security.
Provides a central point of communication for CE’s when handling any incoming Duress Calls that may require the need to be transmitted to the Local Law Enforcement Agency per procedures established by NCR Global Security.
Creates Incident numbers for Third Party vendors needing access to ATM’s using NCR issued F keys.
Reporting any system outages or degradation of system functionality when they occur following current written processes when no Supervisor, TSS or Lead TSS is available. This includes reporting the “All Systems Functioning” when the outage has been resolved.
Processes requests submitted by IC’s (Implementation Coordinators) and Account teams for locks, lock backs, lock initialization kits and shelve kits to the OSC, MSSS mailbox.
Process requests in the ATL, AMC mailbox, printing spreadsheets, entering & printing GEMS tickets and placing them in the appropriate folders.
Answers questions submitted by IC’s, account teams and Territory Managers. Takes ownership of issue until resolved by appropriate people.
Print and stock kit bags.
Assemble keys as needed including attaching key tags and counting out keys in bags of 100 for inventory purposes.
Makes FLM and Bank Init kits, FLM and Bank Shelve kits, program locks and lock backs, F keys and TRAC keys as needed to assist TSS group.
Conducts evaluations of returned locks from the field. Clearing them for reuse, returning to KABA MAS or determining they are defective. Bring any strange anomalies to the attention of the TSS group for deeper investigation.
Additional responsibilities may be added based on the agents skill level and training.
Education and Experience Requirements:
One to two years experience in the area of Customer Service and Support preferred
Understanding of geographical areas and ability to utilize mapping tools for handling any CE Duress calls.
Proficient in Windows-based applications/tools including MS Office, MS Excel, MS Word
Relationship building skills
Excellent communication skills, verbal, written and listening
Deductive reasoning and problem solving skills
***Bi-lingual agents preferred.***
If you feel you meet the requirements listed and can complete the work described, please respond via this ad with your resume for immediate consideration. This position is being filled at the request of our client and all final decisions will be made by our client. Therefore, no phone calls please. You will not be considered if a resume is not submitted.
Thank you and we look forward to working with you!
Jennifer Hawkins
Field Solutions
10400 Yellow Circle Dr
Suite 300
Minnetonka, MN 55343
****
Web: ****

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