Job description
COMPANY OVERVIEW:
MIMO Cash Handling Solutions was founded in 2010, with one vision in mind: to engineer the next generation of cash management technology. We pride ourselves in being today's market leader, providing the retail, grocery, financial, casino, and hospitality industries with the most robust cash management solutions in the world. MIMO is a growing cash automation company looking for an ambitious individual to join our Technical Support team in supporting our new and legacy products. Individuals will be responsible for maintaining tickets as well as be first line phone support.
MIMO Technical Support (MTS) fosters an environment encouraging individuals to learn new things every day; to push the envelope in amazing customer service and knowledge. MTS agents need to be ready to troubleshoot hardware as well as software. Software includes Microsoft SQL and our own software.
This is a full-time position (Monday – Friday), with available hours between 7:00 AM and 6:00 PM CST. Optional paid on-call support opportunity available. Office location is in Aurora, IL.
DAILY RESPONSIBILITIES:
- Troubleshooting user issues with software and hardware.
- Maintaining current records on all issues and customer information in the ticketing system.
- Ensure customers are kept up to date on open tickets.
- Ensuring technician SLAs are being met and being able to work alongside them to assist in resolving issues.
- Keeping the MIMO Knowledge Base articles up to date and adding new information as it is developed.
- Following up on missing part returns and ensuring their timely arrival back to our parts warehouse.
- Work alongside other departments to ensure that documentation for processes and procedures are accurate and informative.
- Scheduling preventative maintenance with dispatch company and ensuring proper paperwork is written and obtained from technicians
- Work alongside development to stay up to date on new patches and assist in their rollout.
- Educating end users on how to properly open and navigate the hardware and software to gather information.
Required Skills:
- Ability to research solutions or information regarding technical issues with minimal supervision.
- Working knowledge of current Windows Operating System.
- Understanding of IT and networking fundamentals such as:
- Command Prompt
- TCP/UDP Ports
- LANs/WANs
- Microsoft Management Console
- Remote Support Software
- Networking Devices (Routers, Switches, etc.)
- Microsoft Office applications (Word, Excel, PowerPoint, Outlook, SharePoint)
- Strong organizational, written and communications skills
- Attention to detail
- Excellent interpersonal skills and must be able to effectively communicate with users
- Ability to work under pressure and multi-task
- Must have a good command of the English language to provide effective phone, chat, and email support
Preferred Skills (Preferred, but not required):
- ATM/Cash Recycler Troubleshooting
- CompTIA A+ Certification (Or equivalent)
- Experience working in a Technical Support role
- Experience using Salesforce ticketing software (Or equivalent)
- Microsoft SQL/SSMS
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- Aurora, IL 60502: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer service: 1 year (Preferred)
Work Location: In person
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