Product Technical Support Analyst Senior

Position Type :

Type Of Hire :

Education Desired :

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, weu2019d like to ask you: Are you FIS

Role location: Hybrid (three days in-office, two days virtual)

About the team

• Join aService Deskorganization that provides centralized support across core platforms and services, focused on access, connectivity, and end-user productivity.

• The team supportsbanking clients and select insurance companies in the United States,delivering responsive, secure, and customer-focused technical assistance.

• Work closely withfellow support analysts, team leads, and escalation teams,operating within ITSM/ITIL-aligned practices.

• Collaborate in an environment that leverages tools such asServiceNowfor ticketing and standardized workflows to streamline service delivery.

What you will be doing:

• Troubleshoot and resolvehardware, software, network, Citrix, and VPNissues across multiple channels(calls/chat/tickets),ensuring clear communication and strong customer experience.

• Performuser access and identity supportactivities (e.g., Active Directory-related tasks) and follow defined processes for request fulfillment and incident management.

• Document, track, and update cases accurately inServiceNow,prioritizing and escalating incidents as needed based on impact and guidelines.

• Participate in cross-team collaboration during outages/major issues, and support knowledge management by contributing to documentation and continuous improvement.

• Provide a dependable support presence within a24/7 shifting schedule, supporting business continuity for US-based clients.

What you bring:

• 5+ yearsof relevant experience in a service desk / technical support role handling end-user troubleshooting and ticket-based work.

• Hands-on experience withActive Directory, ServiceNow, Citrix, and VPN, plus stronghardware and networking troubleshootingskills.

• Strong communication skills with the ability to explain technical concepts clearly, gather details efficiently, and maintain professionalism in high-volume support scenarios.

• Willingness to workhybrid (at least 2x/week onsite)and candidates must be Cebu-based.

• Amenable to a24/7 shifting schedule comfortable supporting clients in a production environment.

What we offer you:u202F

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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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 .

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.

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