Product Technical Support Analyst Senior

About the role

• Provide day-to-daytechnical support and troubleshooting for end users in a fast-paced service desk environment supporting hardware, software, and access-related needs.
• Handlemoderately complex issues independently, while partnering with senior peers/escalation teams for advanced cases to ensure timely resolution and customer satisfaction.
• Serve as a key support resource in a24x7 operation, delivering consistent service quality across calls, chats, and tickets.
• Contribute to continuous improvement through proper documentation, knowledge sharing, and adherence to established support processes and standards.

About the team

• Join aService Desk organization 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 asServiceNow for ticketing and standardized workflows to streamline service delivery.

What you will be doing

• Troubleshoot and resolvehardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience.
• Performuser access and identity support activities (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 will need

• 3+ years of 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 troubleshooting skills.
• 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)
• Amenable to a24/7 shifting schedule; comfortable supporting clients in a production environment.

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 theOnline Privacy Notice.

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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