Senior Technical Support Engineer

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.

About the team

FIS Commercial Loan Servicing (formerly ACBS) is a premier commercial lending and loan servicing solution that supports timely decision-making, reduces operating costs, improves data quality, and enhances analytics. Our Managed Services teams provide FIS’ deep expertise in hosting and managing our solutions and providing long-term dedicated functional support and development expertise to increase the agility with which our clients can utilize, enhance, customize, or integrate with our solutions.

What you will be doing

Advanced professional individual contributor role with broad understanding of their area of expertise. Resolves complex issues requiring in-depth knowledge and skills. Exercises judgment in decision making, determines approach, methods and procedures to use on new assignments. May coordinate and guide the work of others.

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems.

GENERAL DUTIES & RESPONSIBILITIES

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
• Provides support to customer/users where the product is highly technical or sophisticated in nature.
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged while prioritizing and managing several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

EDUCATION REQUIREMENTS

A Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/IBMi/Linux OS environments
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Excellent problem-solving, team and time management skills
• Is resourceful and proactive in gathering information and sharing ideas
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus

What we offer you

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• A competitive salary and benefits

• A variety of career development tools, resources, and opportunities

• A work environment built on collaboration, flexibility, and respect

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $80,260.00 - $134,830.00 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 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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