Jobs CRDB, Specialist; ATM & POS Support


Specialist; ATM & POS

Job Purpose

to provide pro-active, efficient and cost effective second level
technical support to ensure highest ATM and POS terminal services uptime
to customers.

Key Responsibilities

Branch User support responsibilities:

  • Train
    branch ATM custodians how to operate the ATMs correctly and
    efficiently, e.g. Cash replacement, operator control panel, clear note
    jams and recycle bins, replacement of consumables, etc.
  • Provide
    to merchants and agent POS terminal users basic POS operational and
    maintenance training (power on / off, login / log-off, receipt printing,
    etc.) and basic troubleshooting skills (out of power, network
    connectivity, etc.).

Technical support responsibilities:

  • Provide
    effective first and second level support for all ATM & POS issues
    in order to achieve ATM uptime of 99% and above consistently.
  • Maintain an updated inventory of all ATMs and POS, including their location.
  • On-site
    supervision of vendors during installation of new ATMs to ensure good
    workmanship and quality of work, as well as performing the following
  • ATM software installation using ATM disk image;
  • ATM security set-up (key injection, etc.);
  • Network devices & setup (GPRS, CDMA, IP Address, etc.);
  • Re-calibration of ATM cassettes to correct denominations
  • Configurations
    and installation of new POS terminals at branches, agents &
    merchants. Undertake all POS repair and maintenance at Agent / Merchant
  • Constantly monitoring all ATMs centrally using ATM Manager System.
  • Closely
    follow-up, attending and resolving all ATM & POS queries &
    incidents escalated from 1st Level support teams that are to be resolved
  • Timely attend to the ATM health reports (list of ATMs that require attention) generated by Network Operations Center.
  • Escalate
    to 3rd level technical support (ATM / POS / Switch and closely
    follow-up all ATM & POS and system queries & incidents that
    cannot be resolved internally.
  • Closely supervise the periodic
    ATM Preventive Maintenance (PM) work carried out by ATM support vendors
    to achieve highest level of ATM performance, good workmanship, accuracy
    and quality of work.

Experience, Knowledge and Skills Requirements

  • Bachelor
    Degree in Information Systems (IS), Computer Science, Electrical
    Engineering, Electronics & Telecommunication Engineering.
  • Minimum of 3 years’ experience in IT Industry with exposure of 2 years in ATMs & POS support and operations.
  • Certifications in CISCO/MSCA WINDOW 10 will be added advantage.
  • Knowledge of Microsoft Windows PC Operating system version 7 & 10.
  • Experience in supporting NCR and GRG ATMs.


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