Technical Support Representative II
Lombard, IL

Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll 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 the team:

FIS' Corporate System services provides high level technology support to all FIS employees. Our experienced staff takes action to ensure your assets, systems and applications stay current and continuous. We strive to provide the best user experience possible from the first contact until a satisfactory resolution is found. Nearly all FIS lines of business rely on our team of professional technicians who are dedicated to information, network and internet security, to ensure the success of FIS.

What you will be doing:

Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.

* Provides desk-side assistance in resolving technology support issues.
* Performs installations, repairs, upgrades, backups and other maintenance tasks.
* Utilizes soft skills and troubleshooting skills to resolve end user issues and questions.
* 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.
* May have expertise in commonly used business applications.
* May handle phone and email assistance as well

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 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
* High school diploma or GED

What we offer you:

* A fantastic range of benefits designed to help support your lifestyle and wellbeing
* A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
* A work environment built on collaboration, flexibility and respect
* Varied and challenging work to help you grow your technical skillset