Senior Product Tech Support Engineer (Hybrid)

FIS Global Solutions Philippines; Manila; Hybrid; 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

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