FIS
AnalystII,ProductTechnicalSupport(CEBU)
“Analyst II, Product Technical Support (CEBU) at FIS. Skills: Technical Support, Service Desk, Troubleshooting, ServiceNow. Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues. Perform user access and identity support activities”
What You'll Achieve.
ensuring clear communication and customer experience; streamline service delivery; supporting business continuity for US-based clients
Industry & Context.
Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues; Prioritizing and escalating incidents as needed
24/7 shifting schedule, hybrid (at least 2x/week onsite), Cebu-based
What They're Looking For.
Must Have
3 + years of relevant experience in a service desk / technical support role handling end-user troubleshooting and ticket-based work, Hands-on experience with Active Directory, ServiceNow, Citrix, and VPN, hardware and networking troubleshooting skills, communication skills with the ability to explain technical concepts clearly, gather details efficiently, and maintain professionalism in high-volume support scenarios, Willingness to work hybrid (at least 2x/week onsite), candidates must be Cebu-based, Amenable to a 24/7 shifting schedule, comfortable supporting clients in a production environment
What You'll Do.
Troubleshoot and resolve hardware
Perform user access and identity support activities
and update cases accurately in ServiceNow
Prioritize and escalate incidents as needed
Support knowledge management by contributing to documentation
Provide a dependable support presence within a 24/7 shifting schedule
How You'll Work.
Team & Collaboration
Work closely with fellow support analysts, team leads, and escalation teams; Collaborate in an environment that leverages tools such as ServiceNow; Participate in cross-team collaboration during outages/major issues
Communication Scope
explain technical concepts clearly; gather details efficiently; maintain professionalism in high-volume support scenarios
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