Associate I, Production Support

Fidelity Information Services, LLC; Philippines; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

Fidelity Information Services, LLC (FIS) in the Philippines is seeking a capable technical support professional to join our hybrid operations. You will provide first-level support, handle incidents, and help maintain service reliability for production systems.

Ideal candidates have 1–2 years in IT operations, strong troubleshooting, and clear English communication. This role offers growth within a global fintech environment and a collaborative, customer-focused team in Manila.

Qualifications

• 1–2 years in technical support, service desk, or IT operations.
• Strong troubleshooting, analytical and problem-solving skills.
• Strong written and verbal English communication and customer service.
• Basic knowledge of Windows, Microsoft 365, applications and connectivity.
• Ability to follow procedures, manage priorities, and work the required schedule.

Responsibilities

• Provide expert, first-level product and technical support.
• Recreate client issues in test environments to identify solutions.
• Ask probing questions to anticipate client goals.
• Troubleshoot software and recommend corrective actions.
• Document, investigate, and troubleshoot incidents and requests.
• Escalate complex issues with complete troubleshooting information.
• Maintain accurate tickets and operational documentation.
• Follow established procedures and escalation paths.

Skills

Troubleshooting

Customer service

English communication

Tools

Microsoft 365

Windows OS

Networking basics

Job description

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 elevate 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

• 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

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.