Fis

Overview

FIS Brokerage is looking for a technical support personnel who will be responsible for technical application troubleshooting and support multiple products/platforms.

About Fis

At FIS, we deliver innovation that advances the way the world pays, banks and invests.

Requirements & Eligibility

• Knowledge of basic problem resolution and escalation practices
• Ability to provide appropriate level of support and guidance with FIS Brokerage applications and procedures
• Knowledge of TCP/IP and other network protocols
• Knowledge of Windows & Linux Server OS and communication applications (FTP management, WebSphere MQ, Connect Direct, etc...)
• Experience with troubleshooting, diagnosis and resolution of complex technical issues as well as escalation
• Ability to translate technical concepts to non-technical personnel highly desired
• Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving and verbal and written communication skills

Key Responsibilities

• L1 Monitoring and Production support.
• Monitor connectivity between clients and FIS Brokerage network.
• Monitor and Investigate error alerts from various systems.
• Responsible for first level technical system support for multiple customers along with some implementation of network connectivity for new and existing customers.
• Communication with internal and external clients.
• Answer client questions relating to transmissions and connections.
• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.
• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.