Technical Support Representative SpecialistFIS Company - San Juan, PR
Job ID: JR31424 Position Description: FIS™ is the world's largest global provider dedicated to financial technology solutions. FIS empowers the financial world with software, services, consulting and outsourcing solutions focused on retail and institutional banking, payments, asset and wealth management, risk and compliance, trade enablement, transaction processing and record-keeping. FIS' more than 53,000 worldwide employees are passionate about moving our clients' business forward. 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 and is a member of Standard & Poor's 500® Index.Job SummaryProvide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment. The ideal candidate will provide direction and manage staff on technical concepts to ensure all duties are performed appropriately.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.
Educational RequirementsHigh school diploma or GED.General Knowledge, Skills & Abilities
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
Advanced professional role. Highly skilled, demonstrates extensive proficiency. Works under minimal supervision and frequently works independently. Actively assists less experienced peers. Recognizes importance of customer satisfaction and consistently achieves high levels of customer satisfaction daily. Demonstrates effective customer service with advanced soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls while delivering exceptional ticket quality. Resolves client issues efficiently and effectively by having a great understanding of different systems, applications and support procedures. When unable to resolve a client issue, quickly identifies and escalates issue to appropriate business area. Clearly documents client issue to ensure problem is clearly understood by others. Can resolve more complex and critical issues without supervision and occasionally takes the lead on directing and resolving these issues. Will document root cause and resolution of more complex issues to enhance overall knowledge level of team. Actively works with supervisor and manager on developing and improving documentation and procedures. Exhibits an advanced understanding of FIS environment and demonstrates a detailed understanding of specific applications and systems. Understands how FIS environment relates to industry and is aware of market trends and changes. Typically requires three five to eight years professional work experience and/or post high school education. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
6 days 4 hours ago
applyTechnical Support Representative Specialist FIS Company - San Juan, PR, United States
FIS™ is the world’s largest global provider dedicated to banking and payments technologies. With a long history deeply rooted in the financial services sector, FIS serves more than 14,000 institutions in over 110 countries. Headquartered in Jacksonville, Fla., FIS employs more than 37,000 people worldwide and holds leadership positions in payment processing and banking solutions, providing software, services and outsourcing of the technology that drives financial institutions.
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