Position Overview
As a Monitoring Operator you are responsible for analyzing endpoint events within and provide technical analysis of Incidents and Service Requests within the ticket system.
Due to your skills your target is to solve monitoring events, customer incoming calls on the phone with the provided remote tools. Your mission is to effectively and efficiently provide a single point of contact for engagement requests, incident and major incident management, while managing and monitoring the Diebold Nixdorf Banking and Retail Client’s to the customer satisfaction and contractual stipulations.
Key Responsibilities
Act as escalation point for internal and external contacts, support groups and vendors for MS Implementations and MS service delivery technical issues to expedite problem resolution
Eyes on glass
Perform Settlement assistance, transaction inquiry assistance and investigations.
Perform and provide remote triage and resolution support to onsite banking and retail personnel
Interface with major account and stakeholders during client engagement when MS involvement is required list in Liaise with MS – Incident/Problem management team to drive stability and improvements
Interface with MS service delivery Support Teams
Notify any outages from client's end to the service delivery managers and vice versa. Proactively contact and notify client's network on any outages and monitor them till the issue is fixed
Review and analyse MS connectivity reporting and triage issues
Effectively and efficiently, coordinate and communicate with internal and external facing contacts/support teams from issue initiation to crisis resolution. I.E: Identify symptoms, impacts, cause, possible work around and or resolution)
Order of where the greatest amount of time will be spent
Handling of incoming technician calls and support of the incident resolution onsite
Qualifications
Basic IT technical background and/or experience in the field 2+ Years
Proficiency in French language is mandatory
Willingness to work shifts
Conviction through strong customer and service orientation paired with a high service mentality
Analytical, organizational and communication skills
Processes and customer orientation
Self-learning and personal development is key for future growth
Preparation of documentation, process descriptions, working aids and manuals
Strong Interpersonal skills
General IT overview, experience with Enterprise environment is advantage
Knowledge of customer service principles and practices
Experience with Banking and Retail Endpoints Monitoring Tools (ATMs, Tills, etc.)
Knowledge from industry
Close cooperation with 2nd and 3rd level support.
Lieu de travail
Casablanca, Maroc
Date d'expiration
14 Mai
Niveau de poste
Débutant / Junior| Confirmé / Expérimenté
Secteur d'activité
Services
Nombre de postes
01