Hybrid Technical Support Engineer II

FIS; San Juan (TX); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Hybrid work environment

Global team

Job summary

FIS is seeking an Engineer Support II to deliver timely, professional technical support for Windows, Microsoft 365, networking, and related services. The role emphasizes diagnosing issues, documenting steps, and maintaining high SLA performance in a hybrid Puerto Rico environment.

The candidate will handle incident triage, endpoint provisioning, and knowledge-base contributions while adhering to security and confidentiality standards.

Qualifications

• Diagnose, troubleshoot, and resolve first-level technical issues involving Windows workstations, Microsoft 365, email systems, printers, mobile devices, VPN connectivity, networking components, and remote support tools.
• Document troubleshooting activities, resolutions, and best practices to support knowledge base improvements.
• Maintain records within the ticketing system and adhere to documentation standards.

Responsibilities

• Diagnose, troubleshoot, and resolve first-level technical issues involving Windows workstations, Microsoft 365, email systems, printers, mobile devices, VPN connectivity, networking components, and remote support tools.
• Perform initial troubleshooting before escalating incidents to higher tiers.
• Provide endpoint provisioning support including software installation and updates.
• Document troubleshooting steps and resolutions to support knowledge base.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

Entra ID

Networking fundamentals

Remote support tools

Tools

Ticketing system

Microsoft 365 admin center

Job description

FIS is seeking an Engineer Support II to deliver timely, professional technical support for Windows, Microsoft 365, networking, and related services. The role emphasizes diagnosing issues, documenting steps, and maintaining high SLA performance in a hybrid Puerto Rico environment.

The candidate will handle incident triage, endpoint provisioning, and knowledge-base contributions while adhering to security and confidentiality standards.