L1 Support Analyst
Collabera Inc.
L1 Support Analyst
Contract: Charlotte, North Carolina, US
Salary Range: 20.00 - 22.00 | Per Hour
Job Code: 362110
End Date: 2025-06-18
Days Left: 28 days, 11 hours left
Job Title: ATM Operations L1 Support Analyst (Second Shift)
Location: Charlotte, NC or St. Louis, MO (On-site)
Shift: Thursday – Monday | 12:30 PM – 9:00 PM ET
(Tuesday & Wednesday off)
Pay Range: $20 – $22 per hour
Overview:
We are seeking a detail-oriented and customer-focused ATM Operations Level 1 (L1) Support Analyst to join our production support team. This role is ideal for candidates with strong communication skills, technical troubleshooting abilities, and a background in IT operations or helpdesk support. The role is primarily responsible for ensuring smooth day-to-day operations of the ATM technology platform through real-time monitoring, issue resolution, and proactive support.
Key Responsibilities:
- Monitor ATM networks and applications to identify and respond to operational issues.
- Handle incident, problem, and change management processes for ATM-related events.
- Create and manage incident/enhancement/problem tickets using ticketing systems.
- Perform first-level troubleshooting and root cause analysis of ATM issues.
- Provide effective communication and updates to internal business and technical teams.
- Deliver excellent customer service through phone and system support.
- Participate in operational readiness and post-deployment support activities.
- Document incidents, resolutions, and technical procedures accurately.
- Analyze trends and assist in service reporting and performance analytics.
Experience:
- 1+ year of experience in IT support, helpdesk, or production services.
- Familiarity with incident management and ticketing tools (e.g., ServiceNow, Remedy).
- Strong customer service and communication skills (verbal and written).
- Ability to troubleshoot basic technical and network issues.
- Comfortable working in a fast-paced, high-call-volume environment.
- Proficiency with MS Office Suite and navigating multiple systems.
- Strong analytical thinking and ability to follow defined procedures.
- Flexibility to work non-standard hours, including weekends.
Preferred Qualifications:
- Prior experience with ATM servicing or electronic banking operations.
- Understanding of networking concepts related to ATM functionality.
- Knowledge of root cause analysis methodologies.
Job Requirement
- Troubleshooting
- Outlook
- Excel
- MS Office
- Incident Management
- Phone Support
- Customer Service
- helpdesk environment
- Helpdesk
- Support
Reach Out to a Recruiter
- Recruiter
- Phone
- Tanupriya Ganguly
- tanupriya.ganguly@collabera.com