Product Technical Support Analyst Senior

About the role

• Provide day-to-day technical support and troubleshooting for end users in a fast-paced service desk environment supporting hardware, software, and access-related needs.
• Handle moderately complex issues independently, while partnering with senior peers/escalation teams for advanced cases to ensure timely resolution and customer satisfaction.
• Serve as a key support resource in a 24x7 operation, delivering consistent service quality across calls, chats, and tickets.
• Contribute to continuous improvement through proper documentation, knowledge sharing, and adherence to established support processes and standards.

About the team

• Join a Service Desk organization that provides centralized support across core platforms and services, focused on access, connectivity, and end-user productivity.
• The team supports banking clients and select insurance companies in the United States, delivering responsive, secure, and customer-focused technical assistance.
• Work closely with fellow support analysts, team leads, and escalation teams, operating within ITSM/ITIL-aligned practices.
• Collaborate in an environment that leverages tools such as ServiceNow for ticketing and standardized workflows to streamline service delivery.

What you will be doing

• Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience.
• Perform user access and identity support activities (e.g., Active Directory-related 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 support knowledge management by contributing to documentation and continuous improvement.
• Provide a dependable support presence within a 24/7 shifting schedule, supporting business continuity for US-based clients.

What you will need

• 3+ years of relevant experience 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, plus strong hardware and networking troubleshooting skills.
• Strong communication skills with the ability to explain technical concepts clearly, gather details efficiently, and maintain professionalism in high-volume support scenarios.
• Willingness to work hybrid (at least 2x/week onsite)
• Amenable to a 24/7 shifting schedule; comfortable supporting clients in a production environment.

Privacy Statement

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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.