Technical Support Representative I – Service Desk
| Company | Fidelity National Information Services |
|---|---|
| Location | Philadelphia, PA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Experience in Helpdesk support – individuals capable of taking calls, do root-cause analysis, provide solutions to customers
- 2 years and up experience in Active Directory (password reset, creation of accounts and etc.) Remote-user support
- Must be amenable to work on a Hybrid setup
- 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
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.
Preferred Qualifications
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No preferred qualifications provided.