Technical Support Representative II

Position TypeFull timeType Of HireExperienced (relevant combo of work and education)Education DesiredBachelor of Business AdministrationAs 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?Role location~ Hybrid (three days in-office, two days virtual)Job SummaryAs part of a 24/7 shifting schedule, the IT Service Desk Analyst provides front-line support for enterprise technologies, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction in a dynamic production environment.What You Will Be DoingProvide desk-side and remote support for end-users, resolving issues related to hardware, software, network connectivity, and enterprise applicationsHandle user provisioning and access management in Active Directory, Office 365, and Azure, including account creation, password resets, and group membership updatesTroubleshoot and support Citrix, VPN, and virtual desktop infrastructure (VDI) environmentsPerform installations, upgrades, repairs, backups, and routine maintenance on desktops, laptops, and peripheral devicesRespond to and manage major incidents, coordinating with relevant teams to ensure timely resolution and minimize business impactInvestigate and resolve security-related issues, including account lockouts, unauthorized access, and endpoint protection alerts, in coordination with the security teamDeliver effective customer service in a 24x7x365 production environment, including rotating on-call and holiday supportApply strong troubleshooting and soft skills to resolve both routine and complex technical issuesAsk relevant, probing questions to gather necessary information and accurately diagnose problemsUse active listening to understand user concerns and provide clear, empathetic communicationDocument, track, and monitor incidents and service requests using a ticketing system to ensure timely resolution and compliance with SLAsPrioritize and escalate issues based on business impact and established guidelinesMaintain system security by managing passwords, data integrity, and file access controlsCommunicate technical information effectively to both technical and non-technical audiencesRecommend improvements, upgrades, or new solutions to enhance system performance and user experienceParticipate in IT infrastructure and service improvement projects as neededProvide support for commonly used business applications and toolsRespond to support requests via phone, email, and ticketing platformsPerform other related duties as assignedWhat You BringCommunicates complex technical concepts clearly in both verbal and written form, with strong customer service skillsTroubleshoots client accessibility issues using diagnostic tools (e.g., password resets, device reboots, remote access fixes)Understands basic problem resolution and escalation proceduresProvides appropriate support and guidance for FIS applications and related processesListens actively to understand client inquiries and resolve issues effectivelyWorks well in a collaborative team environmentDemonstrates initiative and eagerness to learn new technologies and improve support deliveryMaintains a positive and enthusiastic attitude when providing technical assistanceKeeps current with emerging technologies and industry trendsApplies strong problem-solving and critical thinking skills to technical challengesWhat We Offer YouA career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you~ A voice in the future of fintech Always-on learning and development Collaborative work environment Opportunities to give back Competitive salary and benefitsPrivacy StatementFIS 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 ModelRecruitment 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