Hybrid Tier-1 Production Support Associate

Fidelity Information Services, LLC

Makati

Hybrid

PHP 300,000 - 540,000

Full time

2 days ago

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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.