Production Support Associate I — Hybrid, Growth‑Oriented

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

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.