ATM - Remote Monitoring Support Representative (German)

Introduction
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your Role And Responsibilities
Join our team as a Remote Monitoring Support Representative (Level 1) and be the first line of defense in ensuring the smooth operation of ATM networks across Germany.

🔧 What You’ll Do

• Monitor ATM/ self-service devices in real-time and work on issues according to defined processes
• Create and manage service tickets
• Provide basic remote support to branches, service partners and technicians per phone and mail (no end- customer support)
• Escalate complex issues to Level 2 support
• Contribute to continuous improvement of monitoring tools and processes
• Availability to work in 24/7/365 rotation shifts

Required Technical And Professional Expertise
🎓 What You Bring:

• Familiarity with ATM systems, PC hardware, and Windows OS is an advantage
• Experience in remote support or monitoring roles is a plus
• Strong communication and analytical skills
• Fluent in German and English (our working language is German in written and spoken)
• Able to work and learn independently while also being a strong team player