Technical Support Representative II

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Job Description

Position Type :

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Education Desired

General Equivalency Diploma

Travel Percentage

0%

Job Description

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?

What You Will Be Doing

• Drives issue resolution by making critical decisions that may impact multiple clients’ processing.
• Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply.
• Performs monitoring and operational management functions for associated hardware and software within 24x7 processing environment.
• Maintains peak performance at full capacity for all systems.
• Follows new/improved work procedures where appropriate, tests and implements program and/or systems changes, responds to processing problems and exercises sound judgment to make client impacting processing adjustments.
• Recognizes abnormal processing conditions and makes appropriate response decisions.
• Follows escalation procedures when appropriate to resolve errors in a timely manner.
• Makes use of available documentation to resolve errors and identifies/implements documentation gaps.
• Recognizes and implements/automates process enhancements.
• Monitors and responds accordingly to an array of system and application generated messages.
• Responds in a timely manner to questions and requests from incoming calls and incident tickets.
• Proactively maintains contact with clients and serves as client advocate to internal organizations.
• Analyzes problems/trends with client systems and applications and takes steps to avoid recurrence.
• Works on internal and external projects of various sizes, complexity.
• Contributes to existing and develops new solution approaches to the IT environment.
• Other related duties assigned as needed.
  
  

What You Will Need

• At least 3-6 years of experience as Service Desk Technical Support (L2/L3 Support)
• Must be willing to work on a hybrid setup (2-3 times a week onsite).
• Experience in Citrix Troubleshooting
• Experience in Active Directory
• Experience in MS Exchange Server
• Experience in Server Troubleshooting
• Experience in Desktop Troubleshooting
• Experience in Major Incident Management
• College Undergraduates and Non-Bachelor's Degree holders are welcome to apply
• Demonstrated knowledge of FIS products and services, financial services industry and mainframe and/or open systems operating systems
• Knowledge of clients’ objectives/business priorities and FIS role in achieving
• Ability to effectively use production control tools and resources encompassing mainframe, open system processing, processor link/Connex software, ATM’s, environments
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent analytical, decision-making, problem-solving, team and time management skills
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
  
  

What We Offer You

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits
  
  

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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