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Desktop/Technical Support Representative Senior – Pune – (4-10 Years)

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 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. / or APAC Shift (Australia Region Support)

They will be primarily working in US shifts.

What you will be doing:

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  (primarily US business hours )production environment (As per business needs rotating on-call and holiday support may be required.

Through with Basi Networking skills.

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.

What you bring:

Should have at least 4-8 years of relevant experience in Desktop support

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., Troubleshooting Prisma Global Protect connectivity related issues, Intune, Auto pilot)

Knowledge of basic problem resolution and escalation practices

Ability to provide appropriate level of support and guidance with FIS applications and procedures

Should be willing to work in night Shift

Effective use of listening skills to develop an understanding of client inquiries and problems

Self-motivated to learn new technology and new ways to deliver support

Shows enthusiasm when providing technical support

Spanish language exposure is an great add on

Stays up-to-date with latest technology

Problem Solving and critical thinking skills

What we offer you:

 A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

A broad range of professional education and personal development possibilities – FIS is your final career step!

 A competitive salary and benefits

 A variety of career development tools, resources and opportunities

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

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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