Desktop Technician

* Position responsible for installation, maintenance, and repairs on equipment within an assigned territory/region to assure continuity of customer operations and high levels of customer satisfaction * Responsible for ownership of customer problems or incidents until the situation has been resolved to the customer's satisfaction and or in compliance with agreed-upon Service Level Agreements * Required to perform work on products and services of low complexity, specifically financial/ATM products; Make minor repairs and replace components on Tier I equipment such as PCs, workstations and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders * Responsible for assisting in site preparation, including installation of cable, staging of equipment, and minor testing of equipment; May also perform required modular swaps and unit replacements * Customer Engineer responds to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower * Build working relationships with customers and develop informal communication channels with customer account at the local level; Diagnoses problems, make minor repairs, and replaces components (at the module level); Follows appropriate security procedures when working with ATM's and or within the financial institution * Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required;