Product Technical Support Technician III

FIS Global Solutions Philippines; Manila; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Flexible and creative work environment

Diverse and collaborative atmosphere

Professional and personal development

Opportunities to volunteer and support

Competitive salary and benefits

Job summary

FIS Global Solutions Philippines is seeking a skilled Service Desk Analyst to provide day-to-day technical support for end users, covering hardware, software, and access-related issues. You will troubleshoot across calls, chats, and tickets in a 24/7 operation and document knowledge for continuous improvement.

You will join a central ITSM team supporting US-based clients, with hybrid on-site expectations in Cebu and a focus on security, service quality, and customer satisfaction.

Qualifications

• 3+ years of relevant experience in a service desk / technical support role.
• Hands-on experience with Active Directory, ServiceNow, Citrix, and VPN, plus strong hardware and networking troubleshooting skills.
• Willingness to work hybrid (at least 2x/week onsite) and Cebu-based.
• Amenable to a 24/7 shifting schedule; comfortable supporting clients in a production environment.

Responsibilities

• Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets).
• Perform user access and identity support activities (e.g., Active Directory-related tasks).
• Document, track, and update cases accurately in ServiceNow, prioritizing and escalating incidents as needed.
• Participate in cross-team collaboration during outages/major issues, and support knowledge management by contributing to documentation.
• Provide a dependable support presence within a 24/7 shifting schedule for US-based clients.

Skills

Customer service

Communication

Problem solving

Tools

ServiceNow

Citrix

Active Directory

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?

About the role

Provide day-to-day technical support and troubleshooting for end users in a fast-paced service desk environment supporting hardware, software, and access-related needs. Handle moderately complex issues independently, while partnering with senior peers/escalation teams for advanced cases to ensure timely resolution and customer satisfaction. Serve as a key support resource in a 24x7 operation, delivering consistent service quality across calls, chats, and tickets. Contribute to continuous improvement through proper documentation, knowledge sharing, and adherence to established support processes and standards.

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 will need

• 3+ 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:

• Flexible and creative work environment
• Diverse and collaborative atmosphere
• Professional and personal development resources
• Opportunities to volunteer and support charities
• Competitive salary and benefits

#LI-CV1 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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