Are you curious, motivated, and forward-thinking? At FIS you will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.
Job Summary
Provides 24 x 7 on-call support for all assigned production-related systems. Interfaces with internal clients, vendors, managers, IT and Product Development to resolve problems. Analyses problem, documents and communicates resolution and conducts follow up. Escalates problems to appropriate teams when necessary. Assists in documenting current policies and procedures. Interacts with internal departments to deliver solutions. Interprets and presents data and conclusions to management as needed. Improve methodologies used in the job. Other related duties assigned as needed.
What you will be doing:
• Provides desk-side assistance in resolving technology support issues.
• Performs installations, repairs, upgrades, backups and other maintenance tasks.
• Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required.
• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
• Asks probing questions to gather relevant information on routine and complex calls.
• Uses effective listening skills to develop understanding of client questions or issues.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Communicates highly technical information to both technical and nontechnical personnel.
• Recommends solutions including new acquisitions and upgrades.
• May handle phone and email assistance as well.
What you bring
• 1.0 years and up experience in Helpdesk support - individuals capable of taking calls, do root-cause analysis, provide solutions to customers.
• 1.0 years and up experience in Active Directory (password reset, creation of accounts etc.) Remote-user support.
• Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills.
• Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices
• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with FIS applications and procedures
• Effective use of listening skills to develop an understanding of client inquiries and problems.
• Shows enthusiasm when providing technical support.
• Stays up-to-date with latest technology.
• Problem Solving and critical thinking skills.
What we offer you
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.
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.
#pridepass