InP - Technical Support Representative II

Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 0% • Responsible to handle all Access Management & troubleshooting tasks. Responsible to fulfill client access requirements with accuracy. Provides assistance in resolving technology / troubleshooting support issues.• 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.• 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. 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 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. Can handle a high volume of request / incidents 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 work environment and demonstrates a detailed understanding of specific applications and systems. 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. #pridepass Array