• Drives issue resolution by making critical decisions that may impact multiple clients’ processing
• Proactively investigates known and unknown error conditions and follows prescribed error correction procedures when they apply
• Performs monitoring and operational management functions for associated hardware and software within 24x7 processing environment
• Maintains peak performance at full capacity for all systems
• Follows new/improved work procedures where appropriate, tests and implements program and/or systems changes, responds to processing problems and exercises sound judgment to make client impacting processing adjustments
• Recognizes abnormal processing conditions and makes appropriate response decisions
• Follows escalation procedures when appropriate to resolve errors in a timely manner
• Makes use of available documentation to resolve errors and identifies/implements documentation gaps
• Recognizes and implements/automates process enhancements
• Monitors and responds accordingly to an array of system and application generated messages
• Responds in a timely manner to questions and requests from incoming calls and incident tickets
• Proactively maintains contact with clients and serves as client advocate to internal organizations
• Analyzes problems/trends with client systems and applications and takes steps to avoid recurrence
• Works on internal and external projects of various sizes, complexity
• Contributes to existing and develops new solution approaches to the IT environment
• Other related duties assigned as needed
  
  

• Proficiency in the Spanish Language (Verbal and Written)
• At least 3-6 years of experience as Service Desk Technical Support (L2/L3 Support)
• Must be willing to work on a hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Magallanes, Makati
• Must be willing to work on night shift and shift schedules if needed
• Experience in Citrix Troubleshooting
• Experience in Active Directory
• Experience in MS Exchange Server
• Experience in Server Troubleshooting
• Experience in Desktop Troubleshooting
• College Undergraduates and Non-Bachelor's Degree holders are welcome to apply
• Demonstrated knowledge of FIS products and services, financial services industry and mainframe and/or open systems operating systems
• Knowledge of clients’ objectives/business priorities and FIS role in achieving
• Ability to effectively use production control tools and resources encompassing mainframe, open system processing, processor link/Connex software, ATM’s, environments
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent analytical, decision-making, problem-solving, team and time management skills
• 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
  
  

• A competitive salary and benefits
• Great workspaces with dedicated and motivated colleagues
• A variety of career development tools, resources & opportunities
• Work for an organization that champions Inclusion and Diversity
  
  

Please refer to job description.