Technical Support Representative Senior

Senior Technical Support Representative (IT Service Desk Analyst) FIS, Makati, National Capital Region, Philippines – Hybrid (three days in office, two days virtual). Work schedule: Night Shift. Position Type Full time Type of Hire Experienced – relevant combo of work and education Education Desired General Equivalency Diploma Job Summary 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 24/7 production environment. 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 24×7×365 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 Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment Documents, tracks and monitors client incidents in a 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 non‑technical personnel Recommends solutions including new acquisitions and upgrades May participate in development of information technology and infrastructure projects May have expertise in commonly used business applications May handle phone and email assistance as well Other related duties assigned as needed What You Bring High school diploma or GED At least 2 years of experience in doing Service Desk / IT Support (handling user requests, troubleshooting access issues, and providing first‑level support), Active Directory Administration, User Provisioning & De‑provisioning, Access Management (RBAC), RSA or other multi‑factor authentication tools, basic security awareness 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 Excellent team player Self‑motivated to learn new technology and new ways to deliver support Shows enthusiasm when providing technical support Stays up‑to‑date with latest technology Problem solving and critical thinking skills What We Offer You 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. 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 that 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. Additional Details Mid‑Senior level – Full‑time – Information Technology – IT Services and IT Consulting and Financial Services #J-18808-Ljbffr