Why SoftwareOne? Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business, and for the employees around you. SoftwareOne employees are energized, agile and are laser passionate about delivering special Customer Happiness and results. Our leaders empower and encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We have Low ego. Our leaders operate with a high level of Team but can work at Speed lead change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation. The role We are thrilled to announce an opportunity to join our team as: Technical Support Lead – ATM SoftwareOne Scope: Full-time | Office: Ecuador | On site  How a day-to-day would look like in this role. Professional with experience in the management of incidents and problems related to ATM (Automated Teller Machine) operations, focused on continuous improvement, effective failure resolution, and optimization of ATM channel availability and functionality. Skilled in analyzing technical and operational data, identifying failure trends, proposing permanent solutions, and coordinating with technical teams, vendors, and internal departments to mitigate the impact of incidents while ensuring high availability rates. General Responsibilities: Incident Management: Serve as the single point of contact for the reception and management of ATM-related incidents. Categorize and prioritize incidents according to predefined criteria. Document all reported incidents and actions taken. Escalate incidents to second and third-level support when necessary. Maintain constant communication with users to inform them about the status of their requests. Problem Management: Identify and analyze recurring issues in ATMs. Propose and implement permanent solutions to eliminate problems. Document all identified problems and the solutions applied. Collaborate with other IT teams to resolve complex issues. Continuous Improvement: Propose new procedures and improvements in ATM management processes. Participate in the creation and maintenance of the knowledge base. Conduct trend analyses and reporting to identify areas for improvement. ATM Onboarding and Offboarding: Manage definitions for the activation of one or more ATMs. Coordinate the installation, removal, or replacement of one or more ATMs. Maintain historical records and control of each ATM installed and uninstalled. What we need to see from you Profile: Experience in similar roles in technical support, monitoring, incident management, or problem management, preferably in financial institutions or technology companies operating ATM networks. Required skills: Experience with monitoring and ticket management tools (ServiceNow, Banred (ESQ), Grafana, etc.). Basic knowledge of Office tools, primarily Excel and email applications, Windows and iOS operating systems, and basic concepts of networking and internet technologies. Experience coordinating with ATM manufacturers (Diebold, NCR, Hyosung, etc.) and service providers. Knowledge of ATM operations and architecture. Management of critical (major) incidents and recurring problems. Root Cause Analysis (RCA) using methodologies such as 5 Whys, Ishikawa, or Pareto. KPI management, including channel availability, number of incidents by area or error type. Ability to document, report, and present technical reports. Desirable: ITIL Foundation certification and certification in operating systems and desktop tools (current in the market). BENEFITS: An open culture with lived values for an appreciative and encouraging work environment. Opportunity to develop your potential in a personalized way and according to your objectives within the role. Health policy for you and preferential rate for your family. 100% disability payment. Economic incentive program for employee referrals for active positions. You will be part of one of the most driven Employee Funds in the industry where you will have access to savings, credits and special agreements with allied brands. Spaces for leisure, celebrations and recreation for your physical and mental health. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws. Job Function Software & Cloud