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Technical Support Representative I

2 months ago

Manila, National Capital Region, Philippines FIS Global Full time
Technical Support Specialist

FIS is a leading provider of financial services and technology solutions. We're seeking a skilled Technical Support Specialist to join our team.

About the Role
  • Provide desk-side assistance in resolving technology support issues.
  • Perform installations, repairs, upgrades, backups, and other maintenance tasks.
  • Provide effective customer service in a 24/7 production environment.
  • Utilize soft skills and troubleshooting skills to resolve client issues and questions.
  • Install, configure, and troubleshoot desktop systems, workstations, servers, and network issues in a heterogeneous environment.
  • Document, track, and monitor client incidents in a ticketing system to ensure timely resolution.
  • Prioritize and escalate support incidents and requests based on business impact and documented guidelines.
  • Maintain passwords, data integrity, and file system security for the desktop environment.
  • Communicate highly technical information to both technical and non-technical personnel.
  • Recommend solutions, including new acquisitions and upgrades.
  • Participate in the development of information technology and infrastructure projects.
  • Handle phone and email assistance.
Requirements
  • Troubleshooting of ATM (Hardware and Software)
  • Able to work on a hybrid setup (twice a week onsite)
  • Able to work mostly on a night shift
  • Excellent communication and customer interface skills
  • Ability to verbalize or express complex technical concepts effectively
  • 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
  • Excellent team player
  • Self-motivated to learn new technology and new ways to deliver support
  • Problem Solving and critical thinking skills
What We Offer
  • A competitive salary and benefits package
  • Great workspaces with dedicated and motivated colleagues
  • A variety of career development tools, resources, and opportunities

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.