Technical Support Representative Senior

As 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 Summary :

As 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 doing :

• Provide desk-side and remote support for end-users, resolving issues related to hardware, software, network connectivity, and enterprise applications.

• Handle user provisioning and access management in Active Directory, Office 365, and Azure, including account creation, password resets, and group membership updates.

• Troubleshoot and support Citrix, VPN, and virtual desktop infrastructure (VDI) environments.

• Perform installations, upgrades, repairs, backups, and routine maintenance on desktops, laptops, and peripheral devices.

• Respond to and manage major incidents, coordinating with relevant teams to ensure timely resolution and minimize business impact.

• Investigate and resolve security-related issues, including account lockouts, unauthorized access, and endpoint protection alerts, in coordination with the security team.

• Deliver effective customer service in a 24x7x365 production environment, including rotating on-call and holiday support.

• Apply strong troubleshooting and soft skills to resolve both routine and complex technical issues.

• Ask relevant, probing questions to gather necessary information and accurately diagnose problems.

• Use active listening to understand user concerns and provide clear, empathetic communication.

• Document, track, and monitor incidents and service requests using a ticketing system to ensure timely resolution and compliance with SLAs.

• Prioritize and escalate issues based on business impact and established guidelines.

• Maintain system security by managing passwords, data integrity, and file access controls.

• Communicate technical information effectively to both technical and non-technical audiences.

• Recommend improvements, upgrades, or new solutions to enhance system performance and user experience.

• Participate in IT infrastructure and service improvement projects as needed.

• Provide support for commonly used business applications and tools.

• Respond to support requests via phone, email, and ticketing platforms.

• Perform other related duties as assigned.

What you bring:

• Communicates complex technical concepts clearly in both verbal and written form, with strong customer service skills.

• Troubleshoots client accessibility issues using diagnostic tools (e.g., password resets, device reboots, remote access fixes).

• Understands basic problem resolution and escalation procedures.

• Provides appropriate support and guidance for FIS applications and related processes.

• Listens actively to understand client inquiries and resolve issues effectively.

• Works well in a collaborative team environment.

• Demonstrates initiative and eagerness to learn new technologies and improve support delivery.

• Maintains a positive and enthusiastic attitude when providing technical assistance.

• Keeps current with emerging technologies and industry trends.

• Applies strong problem-solving and critical thinking skills to technical challenges.

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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 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.

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