Technical Support Representative I
SunGard
2305 Chino Roces Ave. Ext., Manila, PH
6d ago

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 REQUIREMENTS

    High 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
  • FIS JOB LEVEL DESCRIPTION

    Entry level role. Basic help desk skills with moderate level of proficiency. Works under close supervision while learning different aspects of level one support.

    Recognizes importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. Demonstrates effective customer service through use of soft skills and troubleshooting skills when dealing with external clients and vendors.

    Can handle a high volume of calls and is able to resolve a majority of client issues by asking probing questions to define issues.

    Resolves client issues efficiently and effectively by having a good understanding of different systems, applications and support procedures.

    Collaborates with team supervisor and peers to resolve more complex and critical issues. With guidance and coaching, can identify and escalate complex issues to level two support areas.

    With supervision and mentoring, is able to learn and identify root cause of more complex issues and identify troubleshooting steps for future client inquires.

    Typically requires one year professional work experience and post high school education.

    With a 50-year history rooted in the financial services industry, FIS™ is the world's largest global provider dedicated to financial technology solutions.

    We champion clients from banking to capital markets, retail to corporate and everything touched by financial services. Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries.

    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.

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