An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!
OverviewTNS (Transaction Network Services) is looking for a motivated and customer-oriented Helpdesk Support Specialist.You will be part of a support team providing first line support across the TNS Accept, Connect and Orchestrate product portfolios. In simple terms, that means being part of the team supporting our global capabilities for the acceptance of Payments (unattended, online or in-store) and connecting the device to securely process the transaction.
Key responsibilities of this role will include working a 24 x 7 shift rotation providing a customer point of contact for general enquires, service requests or incident support. Executing documented processes to provide first line requests or fixes and engaging other support teams for more complex issues or where further support is required.Responsibilities
Job Description:
- 24x7 shift rotation covering all weekends and public holidays.
- Support Service Operations BAU / daily activities.
- Service monitoring, logging of incident tickets and / or service requests and troubleshooting across TNS Accept, Connect and Orchestrate products
- Responsible for performing daily checks on TNS’s technology platforms, reporting on outcomes and escalating issues.
- Working all assigned tickets through to resolution, whilst providing timely escalation, communication, and updates through the lifecycle of the incident ticket.
- Working closely with internal technical support groups and 3rd party organizations in support of any given service incident.
- Maintain high level of verbal and written communication with customers, partners and internal stakeholders.
- Support post-incident impact analysis / support activities.
- Support of change management activities.
- Implementation and adherence to documented policies and procedures.
- Deliver against customer facing SLA’s and internal OLA’s.
- Ad hoc tasks as required.
Requirements:
- Previous experience working in a 24/7 Operations Service Desk / technical support role.
- Experience with a ticketing system for fault tracking, for example Remedy or Salesforce.
- Professional working attitude with a strong ability to communicate effectively with local and remote team members and clients.
- Ability to Query SQL databases.
- Analytical approach to fault-finding with proven ability to follow processes, diagnose application and environmental problems.
- Tenacious and inquisitive in investigating and applying corrective action.
- Good personal organizational and developed time management skills.
- Ability to work under pressure, individually and as part of a team
- Good personal organization skills.
- Flexible approach to work and willing to work as part of a global team.
- Experience working directly with customers.
- Self-starter with a drive to develop own skills and knowledge.
- Life-long learner with desire to attend regular training sessions and develop.
Ideally you will also possess the following but not essential:
- Experience in the Payments industry.
- ITIL certified.
- Working knowledge of monitoring / event management systems, for example SolarWinds, Splunk, Thousand Eyes.
- Understanding of basic IT and & Network principles.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
Skills Required
- Previous experience working in a 24/7 operations service desk or technical support role
- Experience using a ticketing system for fault tracking, such as Remedy or Salesforce
- Professional working attitude and effective verbal and written communication with team members and clients
- Ability to query SQL databases
- Analytical fault-finding approach with ability to follow processes and diagnose application and environmental problems
- Tenacity and inquisitiveness when investigating issues and applying corrective action
- Strong organizational and time-management skills
- Ability to work under pressure independently and as part of a team
- Flexibility to work as part of a global team
- Experience working directly with customers
- Self-starter attitude and willingness to develop skills and knowledge
- Willingness to attend regular training and continue learning
- Experience in the payments industry
- ITIL certification
- Working knowledge of monitoring or event management systems such as SolarWinds, Splunk, or ThousandEyes
- Understanding of basic IT and network principles
Transaction Network Services Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Transaction Network Services and has not been reviewed or approved by Transaction Network Services.
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Leave & Time Off Breadth — Time off is considered a relative strength, with excellent PTO highlighted and increases after five years. Flexibility around taking time away from work supports a better overall balance for many roles.
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Flexible Benefits — Remote work options and flexibility are frequently highlighted alongside compensation and benefits, improving work-life fit for some teams. This flexibility helps offset more mixed views on other elements of the package.
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Healthcare Strength — Core medical, dental, and vision coverage are in place and are described as solid or subsidized in some contexts. Benefits are presented as competitive, reinforcing a stable baseline of health coverage.
Transaction Network Services Insights
What We Do
Transaction Network Services (TNS) is a leading global provider of data communications and interoperability solutions. Our global network and innovative value-added services enable transactions and the exchange of information to many of the world’s leading retailers, banks, payment processors, financial institutions and telecommunication firms. Founded in 1990 in the United States, TNS has grown steadily and now provides services to customers in over 60 countries across the Americas, Europe and the Asia Pacific region, with our reach extending to many more. TNS has designed and implemented a global data network which supports a variety of widely accepted communications protocols and is designed to be scalable and accessible by multiple methods.
