FIS · 2 months ago
Technical Support Representative I [Service Desk - L1]
PHL MANI 2305
Full-time
Hybrid
Entry Level
1+ years expFIS is a leading fintech solutions provider, dedicated to advancing the world of finance through technology. The Technical Support Representative I will provide day-to-day technical support for network infrastructure and desktop systems, ensuring the proper operation of technology applications and equipment while maintaining high levels of customer satisfaction.
BankingFinancial ServicesFinTechPayments
Responsibilities
Track and update tickets to the clients SLA’s and internal OLA’s
Meets standards of job, such as quality standards, adherence to average handling time, attendance and timekeeping
Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components
Work a multi-client, multi-line of business mailbox ensuring that emails are worked quickly, accurately and within KPIs
Provides technical support activities for a software production processing environment
Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors
Asks probing questions to gather relevant information on routine and complex calls
Uses effective listening skills to develop understanding of client questions or issues
Maintains passwords, data integrity and file system security for a variety of applications
Communicates highly technical information to both technical and nontechnical personnel
Troubleshoots Client/Vendor Incident and request, identifies the root cause of them and uses tools and resources appropriately to determine how to resolve customer problems
Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public
Good organizational skills and ability to handle multiple tasks and meet deadlines
Ability to utilize judgment in decision making process and decisions related to job tasks
General business skills, industry knowledge, financial management and planning skills
Team skills, including the ability to establish and maintain effective working relationships with teams based in other locations
Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines
Communicate confidently with clients and internal users using Microsoft Teams, email and software tools
First line ticket handling (Incidents & Requests) including triage and troubleshooting, resolution where possible and assignment where required to 2nd/3rd line support teams and third parties
Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment
Good understanding of IT Infrastructure, hosted systems and Active Directory
Track and progress all tickets to resolution, including taking responsibility for the issue and following escalation and handover procedures within SLA timescales to the required standard
Carry out system checks and fraud monitoring, notify support teams of problems
Improve or maintain existing procedures within our ServiceNow knowledge base
User maintenance on a variety of systems using strict logical access procedures
Participate in team projects that enhance the quality or efficiency of the Service Desk
Leading conference calls with internal support teams to set and manage expectations, to provide status updates on outstanding incidents, and to discuss forthcoming environment changes
Updating operational and technical documentation together with product user guides as required
Work within the scheme compliance and regulatory frameworks
Responsible for the prevention and detection of potential fraud across all payment channels by reviewing customers’ accounts
Monitor fraud alerts daily and take necessary action to protect clients
Identify fraud patterns through the monitoring of high-risk clients
Contribute to the creation of fraud rules by providing analytical data to support decisions
Ensure information flow and deliverables are met to mitigate fraud by facilitating weekly calls with external card fraud analyst at processor
Accurately document all actions taken on a case
Verify activities through outbound calls and/or send “Potential Fraud Alert” e-mails to customers
Responsible for reconciling debit card fraud disputes claims with the Master Fraud Transactions
Provide support to the Operational and Business units of the organization on fraud related matters
Regularly prepare reports for the bank’s Risk Management Organization
Responsible for maintaining knowledge of fraud situation in the industry
Report risk information and findings to the immediate supervisor in a timely manner
Actively participate in team meetings; share information and make suggestions for improvements to fraud operations
Qualification
Required
Must be willing to work on a hybrid setup (twice a week onsite). Office location is at Ecoplaza Bldg, Makati City or IT Park, Cebu City
Must be willing to work on shifting schedules
Candidates with no Service Desk experience but with TSR experiences and good communication skills are welcome to apply
At least more than a year of experience in IT Helpdesk or more than 2 years experience in Technical Support role
Non-Bachelor's Degree holders and College Undergraduates with relevant experience are welcome to apply
Ability to work both independently and in a team environment
Use of Incident/Service request tooling, ServiceNow preferable but not essential
Excellent customer service skills that build high levels of customer satisfaction
Good oral and written communication skills in English including documentation writing
Experience in MS Office and using basic software applications
Good attention to detail and ability to extract the relevant information from callers
Good analytical skills
Transaction Processing and Banking
Offline Ticket Handling
Triage skills
Preferred
Risk and/or Fraud Analyst experiences is a plus
Nice to have skills/tools/experience: Base2000, Fraud Tools, Remote Desktop, Fraud Customer experience, ServiceNow, Active Directory, Incident and Request management covering password reset, user administration
Knowledge of the card payments industry preferred
Experienced in 1st line support with previous exposure to a call logging system is preferred
Some knowledge of ITIL Service Desk and Incident Management
Benefits
Flexible and creative work environment
Diverse and collaborative atmosphere
Professional and personal development resources
Opportunities to volunteer and support charities
Competitive salary and benefits
Company
FIS
FIS is a fintech firm that provides advance integrated banking, wealth management, risk and compliance, and other solutions.
10001+ employees
H1B Sponsorship
FIS has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
$10.5BKey Investors
Goldman Sachs
2025-05-01Post Ipo Debt· $8B
2022-07-06Post Ipo Debt· $2.5B
2018-05-22Post Ipo Equity
Leadership Team
Douglas McAllister
CEO | FIS Automotive Market Partner
Stephanie Ferris
CEO and President
Recent News
2026-01-09
2026-01-08
Business Standard India
2026-01-08
Company data provided by crunchbase