ATM Field Support & Initialization Specialist

ATM Field Support & Initialization Specialist

Job Description

Posted Tuesday, October 14, 2025 at 4 : 00 AM

Position Summary :

The ATM Field Support & Initialization Specialist plays a critical role in supporting field technicians with complex ATM troubleshooting, key management, and setup tasks. This position serves as a technical partner to ATM crews in the field, providing remote guidance, assembling initialization kits, managing key coordination, and helping resolve configuration or hardware-related issues in real-time.

This role is being re-established to bring back vital ATM support functions previously managed under Mike Foreman's team, ensuring field teams have the tools and backup needed to complete work accurately and efficiently.

Key Responsibilities :

• Field Support for Technicians :
• Provide live remote support to technicians working on ATMs, assisting with diagnostics, resets, error code interpretation, and component verification.
• Walk crews through proper steps for initialization, key injection, and configuration tasks.
• Build and maintain ATM initialization kits for field deployment (USBs, software tools, install checklists).
• Track and manage encryption key requests, ensuring compliance with company security protocols.
• Maintain inventory of tools, parts, and secure materials needed for ATM installs and updates.
• Troubleshooting & Technical Coordination :
• Support troubleshooting of ATM components (card reader, cash dispenser, printer, etc.) based on tech feedback and error logs.
• Escalate hardware failures and work with vendors or internal engineering for resolution guidance.
• Documentation & Process Support :
• Document support steps and common issues to build a knowledge base for field crews.
• Ensure all steps followed for initialization and updates are logged and confirmed.
• Cross-Functional Collaboration :
• Partner with dispatch and operations to ensure accurate routing and timing of ATM-related service calls.
• Collaborate with security and compliance teams for secure handling of keys and sensitive materials.
Qualifications :
• Education :

High school diploma or equivalent required. Technical certifications or associate degree in electronics, IT, or a related field preferred.

2+ years of experience supporting ATM field operations, electronics troubleshooting, or related technical support roles.

Familiarity with ATM hardware (NCR, Diebold, Hyosung, etc.) strongly preferred.

Why This Role Matters :

This position is critical in reducing ATM downtime, ensuring accuracy of installations, and enhancing field technician efficiency. By combining technical support with operational oversight, this role strengthens our ATM service delivery and ensures compliance with key security protocols.

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