Product Technical Support Analyst Senior

FIS Global Solutions Philippines; Manila; On-site; PHP 400,000 - 600,000; Full time

Benefits offered by this job

Competitive salary and benefits

Flexible work environment

Opportunity to work with US clients

Job summary

FIS Global Solutions Philippines is seeking a skilled Service Desk Analyst to provide frontline IT support for US-based clients in a hybrid work setup. You will troubleshoot hardware, software, network, Citrix, and VPN issues across calls, chats, and tickets, ensuring prompt, clear communication and strong customer experience.

The role requires 5+ years in service desk or technical support, hands-on experience with Active Directory, ServiceNow, Citrix, and VPN, and excellent written and spoken

Qualifications

• 5+ years in a service desk/technical support role handling end-user troubleshooting and ticket-based work.
• Hands-on experience with Active Directory, ServiceNow, Citrix, and VPN.
• Strong communication skills to explain technical concepts clearly in a high-volume support environment.
• Willingness to work hybrid (at least 2x/week onsite) and Cebu-based candidates; amenable to a 24/7 shift schedule.

Responsibilities

• Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across calls/chat/tickets with clear communication and strong customer experience.
• Perform user access and identity support activities (e.g., Active Directory tasks) and follow defined processes for request fulfillment and incident management.
• Document, track, and update cases accurately in ServiceNow, prioritizing and escalating incidents as needed based on impact and guidelines.
• Participate in cross-team collaboration during outages/major issues and contribute to knowledge management and continuous improvement.

Skills

End-user troubleshooting

Strong communication

Ticket-based work

Hybrid work readiness

Tools

ServiceNow

Active Directory

Citrix

VPN

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 team

Join a Service Desk organization that provides centralized support across core platforms and services, focused on access, connectivity, and end‑user productivity. The team supports banking clients and select insurance companies in the United States, delivering responsive, secure, and customer‑focused technical assistance. Work closely with fellow support analysts, team leads, and escalation teams, operating within ITSM/ITIL‑aligned practices. Collaborate in an environment that leverages tools such as ServiceNow for ticketing and standardized workflows to streamline service delivery.

What you will be doing:

• Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience.
• Perform user 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 in ServiceNow, 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 a 24/7 shifting schedule, supporting business continuity for US‑based clients.

What you bring:

• 5+ years of relevant experience in a service desk / technical support role handling end‑user troubleshooting and ticket‑based work.
• Hands‑on experience with Active Directory, ServiceNow, Citrix, and VPN, plus strong hardware 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 work hybrid (at least 2x/week onsite) and candidates must be Cebu‑based.
• Amenable to a 24/7 shifting schedule; comfortable supporting clients in a production environment.

What we offer you:

At FIS, you can learn, grow and make an impact in your career.

• 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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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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