Technical Support Analyst – ATM & Recycler Products

Technical Support Elmhurst, IL


Job Summary:

The Technical Support Analyst is responsible for advanced field operations support on both hardware and software, providing pre and post-sales technical support as well as the development, enhancement and delivery of training courses and content for product lines supported by Burroughs. (portfolio of ATM, smart safe, recycler, and other financial transacting devices)


Essential Functions/Key Responsibilities:

  • Provide support for internal and external customers on hardware and software products. This includes over the phone or on-site support.
  • Development of technical documentation for products including software and hardware.
  • Development of training for Field and Support staff including Instructor-led and on-line classes.
  • Deliver technical training to internal and external customers on the operation and maintenance of Burroughs Supported products as needed.
  • As needed learn new products for the purpose of support, training, and training development.
  • Maintain records of support and communicate progress to managers and customers as needed.


Knowledge, Skills and Abilities:

  • Hardware, software, and networking skills and experience for any/all of the following products: Hyosung ATMs, Hyosung Teller Cash Recyclers, NCR ATMs, Diebold ATMs, Glory Teller Cash Recyclers.
  • Ability to learn new products to provide technical support and training as required.
  • Proficient in basic electronic principals and troubleshooting including experience with DMM and Scopes.
  • Prior experience providing pre and post-sale product support is preferred.
  • Technical training experience preferred.
  • Strong customer service and interpersonal relationship skills required.
  • Ability to work with and adjust to a variety of internal and external customers – technical, non-technical, etc.
  • Excellent written and oral communication skills a must.
  • Proficient in the use of Microsoft Office applications to include: Outlook, Word, Excel, and PowerPoint.
  • Must have ability to travel nationally as required.
  • Strong planning, organizing, and leadership skills required.
  • Fundamental understanding of adult learning theory and principles.


Physical Requirements and Working Conditions:

  • Must be able to lift and/or move objects up to 50 pounds.
  • Required to reach, kneel, stoop, climb and/or balance.
  • This job operates in a professional office environment


Education and Experience:

  • Minimum of 5 years experience in the installation, repair, and/or maintenance of Hyosung ATMs, Hyosung Teller Cash Recyclers, NCR ATMs, Diebold ATMs, and/or Glory Teller Cash Recyclers. Field Engineering Support for internal and external operations may be an acceptable substitute.
  • Minimum 3 years experience of advanced field engineer support for hardware and software on Hyosung ATMs, Hyosung Teller Cash Recyclers, NCR ATMs, Diebold ATMs, and/or Glory Teller Cash Recyclers.