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System Support Analyst I (Spanish IT Service Desk)

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FIS

1mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Manila

AI generated summary

  • You must be proficient in Spanish, have 3-6 years of L2/L3 support experience, knowledge of Citrix, AD, Exchange, server/desktop troubleshooting, and excellent customer service skills.
  • You will resolve processing issues, monitor systems, implement solutions, respond to clients, analyze trends, and enhance processes in a fast-paced IT environment.

Requirements

  • 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

Responsibilities

  • 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.

FAQs

Do we support remote work?

Yes, we do remote work but in a hybrid format, requiring employees to be onsite twice a week.

What is the required language proficiency for this position?

Proficiency in the Spanish language (verbal and written) is required for this position.

What experience is needed for the System Support Analyst I role?

Candidates should have at least 3-6 years of experience as Service Desk Technical Support (L2/L3 Support).

What specific technical skills are required for this job?

Required skills include experience in Citrix troubleshooting, Active Directory, MS Exchange Server, server and desktop troubleshooting.

Are there any educational requirements for this position?

College undergraduates and non-bachelor's degree holders are welcome to apply.

Will the candidate need to work night shifts?

Yes, the candidate must be willing to work on night shifts and shift schedules if needed.

What types of projects will I work on as a System Support Analyst I?

You will work on internal and external projects of various sizes and complexity.

What kind of work environment can I expect?

You can expect a collaborative, open, and fun work environment with dedicated and motivated colleagues.

What are the opportunities for professional growth in this role?

The position offers a variety of career development tools, resources, and opportunities for professional growth.

What benefits does FIS provide for this position?

FIS offers a competitive salary and benefits package, along with great workspaces and an inclusive company culture.

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FIS

Finance
Industry
5001-10,000
Employees
1968
Founded Year

Mission & Purpose

FIS is at the heart of the commerce and financial transactions that power the world’s economy. We are passionate about helping businesses and communities thrive by advancing the way the world pays, banks and invests, serving more than 20,000 clients and more than one million merchant locations in over 130 countries.