To support the ATM Service including incident remediation, management of scripts and patching and identification and remediation of vulnerabilities.

Shift hours: 7 AM to 4 PM BST (Mon-Friday)

Tools: SCCM 2012, CMCB, 

Operating System: Win7/10,

Scripting: Powershell, Batch and VB scripting

Additional skills : GPO, Mcafee EPO, Solidcore, SOE (Imaging), L3 desktop troubleshooting, Knowledge on NCR applications

Preferably 5+ years experience

The ATM Support Engineer role provides:

Patch Management

• Environments - Test and Production
• Software in scope
• Adobe - flash player and ActiveX
• NCR application stack
• Windows 7 and 10
• Volumes
• 1450 devices
• Monthly patches – volume varies
• Activities
• Determine patches in scope
• Raise change requests
• Schedule patch deployments
• Operational acceptance testing
• Remediate any issues with application and operating system patching

Qualys Vulnerability Remediation

• Review Qualys reports and identify in-scope vulnerabilities for operating system and applications
• Remediate vulnerabilities via release of patches to applications and operating system

Health Management

• Remediate issues whereby installed agents are not reporting to management consoles
• Software in Scope
• SCCM agents
• Solidcore
• SCEP
• McAfee
• Qualys
• Future in Win10

1. Defender
2. Splunk

SOE

• When patches are deployed or software is released, these need to be added to the WIM and task sequence is updated.
• Scope includes production and test environments
• Create new SOE releases created on a quarterly basis
• Updated when NCR provides new ones, or NCR release new hardware into the environment
• When new hardware is released, update USB pen drives used for proximity device rebuilds need to be updated

Fault Fixing

• Scope - software and OS issues only
• No SLA's associated with this
• Support Nationwide team in fault fixing, if requested.

Right click tools for ATM

• Create and support Scripts / PowerShell for the Nationwide team to use to support ATM's

Bell Overview:

• Troubleshooting issues and implementing resolutions within SLA
• Providing an excellent customer service through strong communication and interpersonal skills
• Prioritise tasks independently without escalations in a busy environment
• Managing and closing support tickets according to KPI/SLAs
• Constantly seeks to improve technical knowledge and researches new product capabilities

EXPERIENCE:

• Strong interpersonal skills and a positive team player
• Strong IT knowledge and experience
• Application/ Software deployment
• Basic knowledge of ITIL (foundation accreditation desirable but not essential)
• Flexibility to travel to local sites

KNOWLEDGE:

• ITIL certification (to Foundation level or above) or similar
• Experienced in IT Infrastructure and End User computing technologies

SKILLS & ATTRIBUTES:

• Customer Service Experience – working with End Users
• Tools: SCCM 2012, CMCB, 
• Operating System: Win7/10,
• Scripting: Powershell, Batch and VB scripting
• Additional skills: GPO, Mcafee EPO, Solidcore, SOE (Imaging), L3 desktop troubleshooting, Knowledge on NCR applications