Hybrid Production Support Analyst

FIS - Fidelity Information Services; Manila; Hybrid; PHP 240,000 - 420,000; Full time

Job summary

Fidelity Information Services (FIS) in Manila is seeking a skilled Technical Support professional to join our hybrid national team. Provide first-level technical and operational support for production systems and services, perform basic troubleshooting, and document incidents to ensure rapid resolution.

You will collaborate with Production Support Associates and Analysts, help maintain service stability, and develop product knowledge while delivering excellent customer service in English.

Qualifications

• 1-2 years of relevant Technical Support or IT Operations experience.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication.
• Basic Windows, Microsoft 365, and networking knowledge.
• Ability to follow procedures, manage priorities, and work the required business schedule.

Responsibilities

• 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.

Skills

Troubleshooting

Analytical skills

English communication

Windows knowledge

Customer service

IT operations

Tools

Microsoft 365

Ticketing systems

Windows OS

Job description

Fidelity Information Services (FIS) in Manila is seeking a skilled Technical Support professional to join our hybrid national team. Provide first-level technical and operational support for production systems and services, perform basic troubleshooting, and document incidents to ensure rapid resolution.

You will collaborate with Production Support Associates and Analysts, help maintain service stability, and develop product knowledge while delivering excellent customer service in English.