Position Type :
Type Of Hire :
Experienced (relevant combo of work and education)
Education Desired :
Bachelor of Computer Science
Travel Percentage :
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' Systematics Account Team supporting our client works onsite with our client providing technology support services for key areas supporting their business objectives. Our team is comprised of both tenured FIS senior level subject matter experts and experts that are relatively new to the FIS family. Our team works closely with each other and with our client partners without the classic vendor/client barriers. We are one team working towards successfully achieving common business goals.
What you will be doing
This is a helpdesk position that is responsible for supporting Westamerica branches, back office, and the network/system admin teams. The three-person team works in a raised floor area of a data center and works to ensure coverage during branch business hours. You will build essential technical skills in a Windows operating environment. You will be responsible for fielding customer calls and providing hands on support using direct and remote support skills.
GENERAL DUTIES & RESPONSIBILITIES
Continuously monitors and controls status and performance of on-line network systems.
Works with technicians involved with proper maintenance and operation of telecommunications systems and equipment.
Identifies network problems, isolates root causes and initiates corrective action. Escalates unresolved problems based on severity criteria and tracks problem trends. Maintains status and incident logs of all network component failures.
Tracks change-control activities by verifying modifications to the network have not impacted user availability or performance.
Determines priority of action and additional resources required based on severity of service interruption.
Provides technical analysis to all clients to isolate issues and develop strategies to restore or activate services.
Interacts with field engineers, core engineers and transmission and RF staff regarding ongoing network activities.
Interfaces with Technical Support, Customer Service and Product Support teams to resolve problems in a timely manner. May communicate with clients to provide quick and accurate problem determination/update.
Ascertains compliance with security, safety and environmental guidelines.
Generates reports on network performance, trouble-shooting results and routine maintenance of network elements.
Updates departmental documentation and databases.
Participates in disaster recovery testing and actual recoveries for local and remote locations.
May be required to provide on-call support
What you bring:
A Bachelor's degree in computer science or information systems or the equivalent combination of education, training, or work experience.
Preferably 2-5 years customer service/helpdesk experience
Knowledge of computer networking and WAN (Cisco Routers, Frame Relay) and Local Area Network (LAN) environments
Knowledge of various WAN protocols such as Bisync, SNA, Frame, Cisco, etc. and other router protocols
Knowledge of various PC and host applications
Strong understanding of front-end processor equipment and various patch and cabling equipment
Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
Willingly shares relevant technical and/or industry knowledge and expertise to other resources
Excellent decision-making, problem-solving, team and time management skills
High degree of human and customer relations skills
Ability to utilize appropriate diagnostic tools to aid in trouble shooting procedures
Ability to set priorities and multi-task complex issues
Ability to work with vendor personnel to resolve problems and issues on behalf of the client or the company
Ability to provide timely responses and accurate problem analysis information to users at all levels
Is resourceful and proactive in gathering information and sharing ideas
Ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
What we offer you
A broad range of professional education and personal development possibilities - FIS is your final career step!
The chance to work on some of the most challenging, relevant issues in financial services & technology
A fantastic range of benefits designed to help support your lifestyle and wellbeing
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.
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
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.