Technical Support Representative II

2 weeks ago

Makati, Philippines FIS Full time

Technical Support Representative II Location: FIS Makati, National Capital Region, Philippines. Position Type – Full time Type Of Hire – Experienced (relevant combo of work and education) Education Desired – General Equivalency Diploma Role location – Hybrid (three days in-office, two days virtual) Job Summary – Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment. 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 Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment 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 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 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 #J-18808-Ljbffr

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