In House ATM/ITM Technical Support Specialist

Wittenbach Business Systems LLC

About The Position

Since 1974, Wittenbach has been a leading provider of innovative cash automation and security solutions for financial institutions. Our commitment to customer satisfaction and delivering results has driven our growth. With over 200 highly trained service professionals throughout our service area, we ensure rapid response to our customer’s service needs. The corporate office is in Sparks, Maryland along with regional operations in Hunt Valley, MD, Coatesville, PA and Charlotte, NC. Our Sales and Service footprint spans the Mid-West and East Coast. Job Summary: The primary purpose of this position is to provide technical services for both internal and external customers on all equipment installed or serviced by Wittenbach Business Systems (WBS), with a specific focus on NCR ATM support . The role acts as a technical resource for the organization through the following core functions: Technical Assistance for Field Staff: Providing phone and email support to Field Service Representatives (FSRs) regarding troubleshooting, part identification, and programming. Hardware Maintenance: Performing bench repairs on ATM Printed Circuit Boards (PCBs), assemblies, and modules, as well as refurbishing used parts for service stock. Customer and Sales Support: Assisting customers with equipment operation and setup, while providing technical specifications to Sales Administration and Account Managers. Operational Continuity: Ensuring high levels of customer satisfaction by working in unison with the Service team and maintaining the Technician SharePoint site with essential product data.

Requirements

Electronics & Mechanics: Candidates must have a thorough knowledge of basic electronics and a strong mechanical aptitude.
Hardware Expertise: The role requires general familiarity with NCR 668x and 663x series ATM models, including the ability to perform component-level diagnostics and repair parts like SDM2 and S2 cash dispensers.
Software & Systems: Proficiency in Microsoft Windows/Office, Paylocity, is required, along with an elementary understanding of networks.
NCR Software Installation: Technical proficiency in installing and configuring various NCR software versions (e.g., Aptra EDGE, Activate Enterprise) and performing BIOS updates is essential.
Inventory & Logistics: Skills in inventory control and the ability to prepare shipping documentation and pack ATMs for transport are required.
Technical Support & Communication: The ability to provide clear technical support and troubleshooting instructions to Field Service Representatives (FSRs) via phone, email, or Team calls is a core requirement.
Problem Solving: The specialist must be able to resolve technical issues independently or escalate them appropriately to vendors or management.
Documentation & Organization: Requires the ability to collect, review, and organize service documentation (PDF format) and update technical data on the Technician SharePoint site.
Teamwork & Interpersonal Skills: Must be able to work harmoniously with others, assist team members in achieving productivity goals, and maintain positive relations across the organization.
Cognitive Abilities: The role requires the ability to remember multiple tasks or assignments for self and others over long periods of time.
Education: An Associate’s Degree in Electronics or an equivalent degree from a military or trade school is required.
Professional Experience: A minimum of 2 or more years of industry-specific experience is necessary.
Mobility: A valid driver’s license, automobile insurance, and personal transportation may be required for occasional on-site support and travel.
Due to the nature of our business, qualified candidates must pass a drug, driving and criminal record check prior to being hired.

Responsibilities

Field Support & Communication: Provide high-level technical support to Field Service Representatives (FSRs) via phone, email, or Team calls. This includes assisting with troubleshooting, identifying part numbers, and providing programming instructions or diagnostic reviews.
Hardware Repair & Refurbishment: Perform bench repairs on ATM Printed Circuit Boards (PCBs), assemblies, and modules. You are responsible for identifying individual ATM devices (such as NCR 668x and 663x series), performing disassembly, and refurbishing/testing used parts for service stock.
Software Installation & Configuration: Manage the installation of various NCR software versions (such as Aptra EDGE and Activate Enterprise). This involves updating BIOS, configuring processor cages, and setting up clean SSD drives for field use.
Testing, Quality Assurance & Logistics: Conduct final testing and calibration of all ATM components—including screens, anti-skimming devices, and receipt printers—prior to customer shipment. This also includes packing and securing units for transport and preparing the necessary shipping documentation.

Benefits

Health Insurance: Medical, dental, and vision coverage
Financial Protection: Identity theft protection and voluntary life insurance
Time Off: Generous PTO starting up to 120 hours after 30 days of employment, plus paid holidays (including your birthday)
Employee Support: Access to the Employee Assistance Program and Employee Assistance Fund
Retirement Savings: 401(k) retirement plan with employer match
Flexible Spending: Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
Life Insurance: Employer-paid life insurance, short-term disability, and long-term disability
Professional Development: Paid training opportunities and Education Assistance Program
Referral Bonus: Earn up to $5,000 for referring new employees
Overtime: Eligible for overtime pay in accordance with Department of Labor regulations