ATM Dispatching Specialist

About the role

The ATM Dispatching Specialist ensures that ATMs stay operational by continuously monitoring their status and coordinating with service providers to resolve incidents quickly. This role acts as the first point of contact for ATM issues, handling both minor fixes and escalation to engineering teams.

Key responsibilities

• Monitor ATM status using various utilities and identify errors or cash shortages.
• Dispatch incidents to internal FLM, second‑line engineers, first‑line support vendors, and CIT technicians.
• Follow up with internal stakeholders and external vendors until issues are resolved within SLA targets.
• Report low‑cash or out‑of‑cash situations to the Cash Forecasting unit.
• Provide first‑line support for minor errors via ATM switch and remote connections.
• Log incidents, alerts, and corrective actions in the ticketing system.
• Run queries to detect service errors and take appropriate corrective actions.
• Handle requests from multiple communication channels professionally and according to procedures.
• Be available for non‑business‑hour support when required and send daily handover reports.
• Adhere strictly to company policies and be flexible to work off‑schedule when needed.

Required profile

• University graduate from an accredited institution.
• Strong attention to detail and ability to follow documented processes.
• Willingness to work occasional non‑business hours and adapt to schedule changes.
• Effective communication skills for coordinating with vendors and internal teams.

Required skills

• Proficiency with ticketing tools for incident management.
• Familiarity with ATM monitoring utilities and remote connection procedures.
• Basic ability to run queries to identify service errors.