ATM-First Line Maintenance Department.- ATM Installation process.- FLM Team is responsible for uploading the bank flow and welcome screens.- Full test the ATM function and screens flow.- Initiate full report with the ATM status showing all the points and ATM condition details . to report any issue to the bank.- Handle acknowledgment receipts of the delivering all the ATM components to the CIT Company or other parties. To be documented.- In some cases of repeating cash shortage; the CIT Company requests to hand over the ATM to one of the FLM Team to be responsible for cash filling and technical visits for at least one month to monitor the cash shortage ratio.- FLM Team is responsible for the cassettes configurations and maintenance when needed.- representative to connect the main LAN cable of the ATM.- Perform quality assurance for undetected errors by the monitoring tool (Touch screen, Media indicators, Fascia light, appearance, screen flow, advertising screens, surround area, printing receipt, Journal, Activate Electronic Journal).- Checking for skimming devices which need a high qualification technicians.- Handling all types of testing transactions.

• Redirect problems to appropriate resource• Diagnose and resolve technical hardware and software issues• Advise the client on appropriate action• log all help desk interactions, administer help desk software• identify and escalate situations requiring urgent attention• track and route problems and requests and document solutions• prepare activity reports• Answer calls professionally, respond to customer inquiries, research required information using available resources• handle and resolve customer complaints• provide customers with product and service information• identify and escalate priority issues• follow up customer calls where necessary.

• Monitor Nods, modules, connections, Links, scan all Incoming & outgoing files on FTP.• Develop a strategy the team will use to reach its goal• Communicate with the clients to handle any issue.• Communicate clear instructions to team members.• Monitor team members' participation to ensure the training they providing is being put into use, and also to see if any additional training is needed.• Manage the flow of day-to-day on ticketing system.• Create reports to update the company on the team’s progress.• Distribute reports to the appropriate personal.• Lead by setting a good example (role model).• Behavior consistent with words.• Facilitate problem solving & collaboration.• Maintain healthy group dynamics.• Intervene when necessary to aid the group in resolving issues.• Support new team members in work.• Ensure that they have the necessary knowledge to effectively participate on the team.• Recognize & celebrate team & individual accomplishments & exceptional performance• Contribute to staff appraisals & supervision process.

¤ Runs the end of day process to settle the amounts due to the bank, POS merchant or any Payment Solution Providers (VISA, MASTERCARD, JCB and Diners) preserving NPC commission on all transactions..¤ Processes VISA and MasterCard (or any other Credit Card or Payment Solutions providers) incoming files indicating their commission on all transaction made on their platform for the client banks on the VISA edit package and MasterCard pre-edit software respectively. Processes outgoing files indicating the deductions made on the VISA and MasterCard (or any other Credit Card or Payment Solutions providers) based on the commission agreed upon on the AS/400 system.¤ Handles and run the cards PIN (Personal Identification Code) printing operation.¤ Runs the embossing print confirmation for all client bank cards indicating the client name, card number, issuance day and expiry day and then send it to the bank.¤ Generates the ATM up time reports.

Monitor banks' ATM for [Cairo Barclays Bank, Credit Agricole Egypt Bank , National Bank of Development , Misr Iran Development Bank , Arabic African International Bank , Principal Bank For Development And Agricultural Credit , Bank of Alexandria & Egyptian Gulf Bank] and detect any outage upon occurring.Monitor ATM Transactions.Coordinating ATM cash filling and counting.Solve a lot of error remotely by our system (AS1400 & TMS & GASPER & remote admin software).ATM Maintenance by co-operating with (the first and second line maintenance). Dispatch the correct service providers to remedy the detected outages.Monitoring Network with communication companies.Management of ATM terminal hardware and software upgradesCustomer service For ATM users.Follow up efficiently on having the service providers fixing the ATMs within the set time frames.Record the full details of all outages accurately in respective files.Escalate cases based on agreed business rules.Communicate to clients all needful information based on business rules.Complete and correct handover all outstanding ATM error to the following shift.