Job Description: Summary
Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.
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.
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
Developing role. Moderate skills with high level of proficiency. Works under general supervision with ability to work independently. Recognizes importance of customer satisfaction and works towards achieving high levels of customer satisfaction daily. Demonstrates effective customer service with solid soft skills and troubleshooting skills when dealing with external clients and vendors. Can handle a high volume of calls while consistently maintaining excellent ticket quality. Resolves client issues efficiently and effectively by having a solid understanding of different systems, applications and support procedures. When unable to resolve a client issue, quickly identifies and escalates issue to appropriate business area. Clearly documents client issue to ensure problem is clearly understood by others. Can resolve more complex and critical issues with minimal guidance and direction. Will actively pursue root cause and resolution of more complex issues to enhance own knowledge levels. On occasion, will assist team supervisor and manager with developing and improving team documentation and procedures. Exhibits a solid understanding of FIS environment and demonstrates a detailed understanding of specific applications and systems. Typically requires one to three years professional work experience. Post high school education preferable.
Fidelity Information Services