Associate I Production Support

Fidelity Information Services, LLC; Makati; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Fidelity Information Services, LLC is seeking a technical support professional for a hybrid role in Manila, Philippines. You will provide first-level support for production systems, reproduce client issues in test environments, and perform initial troubleshooting to deliver timely, effective solutions.

The role emphasizes strong English communication, collaborative teamwork, and ongoing knowledge development of FIS products and services.

Qualifications

• 1–2 years in Technical Support, Service Desk, or IT Operations.
• Strong troubleshooting and problem-solving skills.
• Excellent written and spoken English communication.
• Basic Windows, Microsoft 365, application, and connectivity knowledge.
• Ability to follow procedures and manage priorities.

Responsibilities

• Provide expert, in-depth product support to the customer.
• Recreate client issues in FIS test environments to provide the best solution.
• Anticipate next steps by asking probing questions.
• Troubleshoot problems with software applications and recommend corrective action.
• Document, investigate, and perform first-level troubleshooting of incidents and requests.
• Escalate complex issues with complete troubleshooting information.
• Maintain accurate tickets, case notes, and operational documentation.
• Follow established procedures, controls, quality requirements, and escalation paths.

Skills

Troubleshooting

Analytical thinking

Problem solving

English communication

Customer service

Tools

Windows

Microsoft 365

Networking basics

Job description

Job Description:

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

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, we'd like to ask you: Are you FIS?

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

About the role

• Provide first-level technical and operational support for production systems and services.
• Perform basic remote deposit capture walkthrough, investigate incidents, and perform break-fix troubleshooting and check scanner application installation.
• Handle and document support issues and escalate when required.
• Develop FIS product, operational, and troubleshooting knowledge.
• Support service stability through timely issue ownership and resolution.

About the team

• Part of the Item Processing Outsourcing - Ops Support team in Manila.
• Works alongside Production Support Associates and Analysts, Onshore Level 2 and Next-Level support.
• Supports a collaborative environment focused on service reliability and timely incident resolution.
• Values accountability, continuous learning, teamwork, customer focus, and operational excellence.

What you will be doing

• Provide expert, in-depth product support to the customer.
• Recreating client issues in FIS test environments to provide the best solution to the reported problem.
• Anticipate next steps in what the client is trying to accomplish by asking probing questions.
• Troubleshoot problems with software applications and recommend corrective action.
• Document, investigate, and perform first-level troubleshooting of incidents and requests.
• Escalate complex issues with complete troubleshooting information.
• Maintain accurate tickets, case notes, and operational documentation.
• Follow established procedures, controls, quality requirements, and escalation paths.

What you will need

• 1-2 years of relevant Technical Support, Service Desk, Application Support, Production Support, or IT Operations experience preferred.
• Strong troubleshooting, analytical, and problem-solving skills.
• Strong written and verbal English communication and customer-service skills.
• Basic computer, Windows, Microsoft 365, application, and connectivity/networking knowledge.
• Ability to follow procedures, manage priorities, and work the required business schedule.

Added bonus if you have

Experience with the banking system (preferred but not required)

• Confidence in speaking with customers
• Advance problem-solving skills
• Ability of grasp technical knowledge and or not afraid to ask for clarification on functional effects for client

What we offer you:

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 Online 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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