L2 ATM Technical Support
Euronet Worldwide, Inc.•Spring, TX
•Onsite
About The Position
The L2 ATM Technical Support role is responsible for second-level support and troubleshooting of ATM/ITM systems in a production environment. This position handles escalations from Level 1 support and is accountable for resolving the majority of ATM-related issues across application, device, and connectivity layers. The role supports system stability, incident response, and operational continuity, while escalating complex or systemic issues to L3 as needed.
Requirements
- Bachelor’s degree in information technology, Computer Science, or equivalent work experience
- 1-2 years of experience in: ATM support, IT support, or technical operations
- Strong troubleshooting skills across: Applications, hardware devices, and network connectivity
- Basic knowledge of: ATM systems and components, Networking fundamentals (TCP/IP)
- Experience with: Windows environments, Incident/ticket management systems
- Fluent in Spanish and English language
Nice To Haves
- ISO 8583 awareness
Responsibilities
- Act as the primary Level 2 escalation point for ATM-related incidents
- Troubleshoot and resolve issues across: ATM applications and software, Device components (dispenser, card reader, PIN pad, printer), Network and connectivity issues
- Manage incident tickets within SLA and ensure accurate documentation
- Escalate unresolved or high-impact issues to L3 with supporting analysis
- Support ATM/ITM software configuration, deployment, and maintenance
- Monitor system performance and identify recurring issues
- Perform log analysis and basic system troubleshooting
- Assist in maintaining ATM uptime and operational stability
- Support ATM transaction processing, including: Authorization issues, Reversal and exception handling
- Assist with troubleshooting transaction flow issues (ISO 8583 awareness preferred)
- Validate transaction data and assist with reconciliation efforts
- Coordinate with ATM vendors (e.g., NCR, Diebold, Hyosung) and field service teams
- Provide guidance for hardware troubleshooting and issue resolution
- Track and follow up on vendor incidents through resolution
- Maintain and update support documentation and knowledge base materials
- Identify recurring issues and escalate improvement opportunities
- Provide feedback and documentation support to L1 teams
Benefits
- 401(k) Plan
- Health/Dental/Vision Insurance
- Employee Stock Purchase Plan
- Company-paid Life Insurance
- Company-paid disability insurance
- Tuition Reimbursement
- Paid Time Off
- Paid Volunteer Days
- Paid Holidays
- Casual Office Attire
- Plus many more employee perks & incentives!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
