Ria Money Transfer

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

About The Position

Euronet is looking for a motivated and detail-oriented IT Support Level 1 Technician to join our IT team. The ideal candidate will have a foundational understanding of IT systems and excellent customer service skills. As a Level 1 Technician, you will be the first point of contact for IT support requests, providing front-line assistance to troubleshoot and resolve technical issues for our end-users.

Key Responsibilities

• Technical Support: Provide first-line support for hardware, software, and network issues. Troubleshoot and resolve common problems related to operating systems, applications, and IT infrastructure.
• Incident Management: Receive and log IT support requests via phone, email, and ticketing systems. Ensure requests are documented accurately and escalated to higher support levels when necessary.
• User Assistance: Assist users with technical issues, including password resets, account lockouts and user access issues; software installations, and general IT inquiries. Guide users through problem-solving steps and provide clear instructions.
• Hardware Support: Perform basic hardware repairs and maintenance, including replacing parts, troubleshooting peripheral devices, and configuring new equipment.
• Software Support: Install, configure, and update software applications. Assist with software-related issues and ensure applications are functioning correctly.
• Network Support: Help diagnose and resolve basic network connectivity issues. Assist with setting up and configuring network connections and troubleshooting network-related problems.
• Documentation: Maintain accurate records of support requests, resolutions, and user interactions. Update knowledge base articles and contribute to documentation as needed.
• Customer Service: Deliver high-quality customer service by addressing user concerns with professionalism and empathy. Ensure a positive user experience and maintain a high level of satisfaction.
• Collaboration: Work closely with other IT team members to resolve more complex issues and improve support processes. Provide feedback and suggest improvements based on user interactions.
• Training and Development: Participate in training sessions to enhance technical skills and stay current with IT trends and technologies.

Qualifications

• Education: High school diploma or equivalent required; associate or bachelor’s degree in information technology, Computer Science, or a related field preferred.Relevant certifications (e.g., CompTIA+, Microsoft Certified Professional) are a plus.
• Experience: Previous experience in an IT support or customer service role is advantageous. Experience with Jira or similar ticketing systems (e.g., ServiceNow, Zendesk) is a plus.
• Technical Skills: Basic understanding of IT systems, hardware, and software. Familiarity with common troubleshooting techniques and procedures.
• Communication Skills: Excellent verbal and written communication skills. Ability to convey technical information to non-technical users clearly and effectively.
• Organizational Skills: Strong organizational and multitasking abilities. Proven track record of managing priorities and meeting deadlines in a fast-paced environment.
• Problem-Solving: Analytical mindset with strong problem-solving skills. Ability to remain calm under pressure and handle challenging situations with professionalism.
• Teamwork: Ability to work collaboratively within a team and interact effectively with users and colleagues at all levels.

Computer Skills

• Hardware and Software:Basic knowledge of Windows and macOS operating systems. Ability to troubleshoot common hardware and software issues.
• Measured by: Time taken to resolve user issues (avg. resolution time = 30 minutes).
• Objective Criteria: Support 50+ users of laptops weekly.
• Office365 configuration and troubleshooting:Familiarity to configure Office365 accounts and troubleshooting issues related to the Office365 suite.
• Measured by: 95% issue resolution within 30 minutes.
• Objective Criteria: Keep 98% of the users online every week.
• Active Directory and remote desktop tools: Basic knowledge of Active Directory Users and Computers tool for password reset, account lockouts and mange users.
• Measured by: Password reset and account lockouts rate 95% within 30 minutes.
• Objective Criteria: Restore user access by 95% in every quarter.
• LAN/Wi-Fi Configuration & Troubleshooting:Understanding of basic networking concepts and providing basic network troubleshooting.
• Measured by: Troubleshooting success rate 95% within 1 hour.
• Objective Criteria: Reduce network outages by 15% in every quarter.
• Ticketing system:Managing, prioritizing and resolving IT support tickets.Log every call received by phone on the ticketing system.
• Measured by: Average resolution time per ticket. 4-hour ticket average resolution.
• Objective Criteria: 98% customer satisfaction in post-resolution.

Perks And Benefits

• • Life insurance
  • Medical insurance
  • Employee Stock Purchase Plan
  • Growth Opportunities

Check out our website to learn more about the company at:http://www.riamoneytransfer.com/

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.