Technical Support Representative Senior

Position Type :
Full time

Type Of Hire :
Experienced (relevant combo of work and education)

Education Desired :
General Equivalency Diploma

Travel Percentage :
0%

Technical Support Representative Senior  Pune  (5-10 Years)

Are you curious, motivated, and forward-thinking  At FIS youll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About this Team:

This Team is part of the North America IT support. Members of this team provide IT support to colleagues based out in US local offices.

They will be primarily working in US shifts.

What you will be doing:
 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

What you bring:
 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:
 An exciting opportunity be a part of Worlds Leading FinTech Product MNC
 A range of benefits designed to help support your lifestyle and wellbeing
 A multi-faceted job with a broad spectrum of responsibilities
 A modern international work environment and a dedicated and innovative team

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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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