Technical Support Representative I Service Desk

2 weeks ago

Quiapo District, Philippines FIS, Inc. Full time $40,000 - $80,000 per year


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.
What you bring:
  • Experience in Helpdesk support - individuals capable of taking calls, do root-cause analysis, provide solutions to customers
  • 2 years and up experience in Active Directory (password reset, creation of accounts and etc.)
    Remote-user support
  • Must be amenable to work on a Hybrid setup
  • 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

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