Field Support Technician II

FIS; United States; On-site; USD 41,000 - 70,000; Full time

Job summary

FIS is seeking a Linux-based hardware support specialist to perform on-site installation, diagnostics, and field service for hardware and Linux-based software products at customer sites in the United States.

The role involves responding to initial inquiries, diagnosing issues, and performing preventive maintenance to ensure optimal product performance and customer satisfaction, including on-call shifts to support clients after hours.

Qualifications

• High school diploma, GED or equivalent.
• LINUX experience is strongly preferred - This role does Not a MS Windows environment
• Knowledge and understanding of hardware/software programs for assigned products
• Knowledge of assigned product functions and their use within a financial institution operating environment
• Ability to communicate effectively verbally and in writing
• Ability and flexibility to work extended hours when necessary to maintain client satisfaction

Responsibilities

• Provide highly visible customer support through on-site installation and troubleshooting of hardware and Linux-based software.
• Respond to initial technical inquiries and refer complex issues to senior technicians.
• Set up and utilize diagnostic equipment to isolate equipment malfunctions.
• Replace defective units at customer sites.
• Provide field support services to customers in solving problems incurred in the installation and/or operation of hardware/Linux based software products.
• Deliver pre- and post-sales installation services at customer sites including installation, maintenance, troubleshooting and repair of products and services to ensure all function properly.
• Ensure customer satisfaction by advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
• Respond to customer questions regarding operation and malfunctions of FIS and third-party products and equipment.
• Instruct customers in the operation and maintenance of the products/equipment.
• Serve as company liaison with customer on technical matters for assigned products/ equipment.
• Provide technical support services to customers including troubleshooting, problem resolution and diagnosing equipment interface problems during installations.

Skills

Linux experience

Verbal and written communication

Customer service

On-call readiness

Flexibility to work extended hours

Education

High school diploma or GED

Tools

Diagnostic equipment

Job description

Job Description

Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. Are you FIS?

What you will be doing:

Provide highly visible customer support through performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service and repair of complex equipment and systems. This is a LINUX based Hardware Break/Fix Physical Demands Position.

• Responds to initial technical support inquiries, resolves routine issues and refers more complex inquiries to senior technicians.

• Checks out and approves operational quality of system equipment.

• Sets up and utilizes specialized test and diagnostic equipment to isolate equipment malfunctions.

• Replaces defective units/components as appropriate at customer sites.

• Will provide field support services to customers in solving problems incurred in the installation and/or operation of hardware/Linux based software products.

• Will deliver pre- and post-sales installation services at customer sites including installation, maintenance, troubleshooting and repair of products and services to ensure all function properly.

• Ensures customer satisfaction by advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

• Responds to customer questions regarding operation and malfunctions of FIS and third-party products and equipment.

• May instruct customers in the operation and maintenance of the products/equipment.

• Serves as company liaison with customer on technical matters for assigned products/ equipment.

• Will provide technical support services to customers including troubleshooting, problem resolution and diagnosing equipment interface problems during installations.

What you bring:

• High school diploma, GED or an equivalent combination of work, training, and experience.

• LINUX experience is strongly preferred - This role does Not a MS Windows environment

• Knowledge and understanding of hardware/software programs for assigned products

• Knowledge of assigned product functions and their use within a financial institution operating environment

• Ability to communicate effectively verbally and in writing

• Ability and flexibility to work extended hours when necessary to maintain client satisfaction

*ON CALL SUPPORT:

• Must be willing to work on call (*24/7 support) in addition to normal business hours

What we offer you:

• A broad range of professional education and personal development opportunities

• A work environment built on collaboration, flexibility and respect

• Varied and challenging work to help you grow your technical skillset

• A variety of career development tools, resources and opportunities

• The chance to work on some of the most challenging, relevant issues in financial services & technology

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $29.78 - $50.63 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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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