Job Description
Who Are We:
FIS connects consumers to their money through leading-edge payments solutions. We're the development engine of FIS: the largest,Fortune 500, Fintech company in the world. Our solution is branded by our customers- banks and retailers- so you might not have heard of us. But, if you've used a mobile banking app, interacted with an ATM, or used a debit card to complete a financial transaction, you're most likely using FIS software. Our product is one that touches the average consumer on a regular basis, and makes the financial world go 'round.
Headquartered in Jacksonville, Florida, FIS serves more than 20,000 clients in over 130 countries, and our technology powers billions of transactions annually that move over $9 trillion around the globe. FIS is a Fortune 500 company, ranked 392 on the Fortune 500 list and is a member of Standard & Poor's 500® Index. Named a 2016 "World's Most Admired Company" by Fortune Magazine.
Job Description:
The Technical Support Representative Senior is an experienced support role requiring high skill with extensive proficiency. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross-training to others. Effectively communicates with all levels of technical and non-technical personnel. Ability to negotiate complex processes and issues with others. Contributes to the development, documentation and implementation of standards or guidelines. Typically requires three to five years professional work experience.
General Duties & Responsibilities:
• 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.
Education Requirement:
High school diploma or GED. Associate's or Bachelor's degree or the equivalent combination of education, training, or work experience may be required at higher career levels.
General Knowledge, Skills & Abilities:
• Demonstrated knowledge of FIS products and services, financial services industry and mainframe and/or open systems operating systems• Knowledge of clients objectives/business priorities and FIS role in achieving• Ability to effectively use production control tools and resources encompassing mainframe, open system processing, processor link/Connex software, ATM's, environments• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers• Excellent analytical, decision-making, problem-solving, team and time management skills• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors• Willingly shares relevant technical and/or industry knowledge and expertise to other resources• Ability to persuade and influence others on the best approach to take• Ability to multi-task, deal with predefined deadlines• Flexibility, versatility, dependability, positive outlook, strong work ethic• Resourceful and proactive in gathering information and sharing ideas• Ability to analyze all system processing delays, failures and errors to determine the appropriate action necessary for resolution• Ability to use troubleshooting applications and tools for first and second level issues• Ability to use and reference system related documentation
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.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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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