Technical Support Analyst III

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Written by AI from the job title and company, not by FIS, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Analyst III at FIS is responsible for providing exceptional technical support to clients and internal teams, ensuring seamless operation and functionality of software and hardware products. The role entails troubleshooting complex issues, delivering timely solutions, and enhancing user experience by leveraging in-depth technical knowledge. The successful candidate will collaborate with various departments to improve service delivery and contribute to the efficiency of technical operations.

Job Responsibilities

• Deliver advanced technical support to clients via phone, email, and remote access, ensuring high-level satisfaction.
• Troubleshoot and resolve complex issues related to software applications, networks, and hardware components.
• Document and track all support interactions in the ticketing system, adhering to service level agreements (SLAs).
• Collaborate with cross-functional teams to identify and escalate issues that require further intervention.
• Participate in developing user documentation and training materials to enhance customer use of the software.
• Assist in system testing, implementation, and upgrades to minimize disruptions in service delivery.
• Provide feedback and input for continuous improvement initiatives aimed at enhancing service quality.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• A minimum of 3-5 years of experience in a technical support role, preferably in the financial services industry.
• Strong understanding of operating systems, network protocols, and database management.
• Experience with troubleshooting software and hardware issues, including experience with system analysis.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Ability to manage multiple tasks and meet tight deadlines in a fast-paced environment.
• Proficiency in using ticketing tools and troubleshooting software, alongside Microsoft Office Suite.

Technologies & Tools

The Technical Support Analyst III will utilize a variety of technologies and tools, including but not limited to ticketing systems like ServiceNow, remote access software such as TeamViewer or LogMeIn, monitoring tools, and diagnostic utilities for troubleshooting network and application issues. Proficiency with database management tools and familiarity with programming languages might be advantageous in addressing software-related queries.

Ideal Candidates

The ideal candidate is a proactive problem solver with a passion for technology and customer service. They possess a strong analytical mindset, with the ability to approach complex technical challenges with creativity and resourcefulness. Excellent verbal and written communication skills are essential, as is the capacity to work effectively both independently and as part of a team. An adaptable and resilient attitude towards ongoing learning and development in technology trends is highly valued.