Desktop & Audio Visual Support Representative

FIS Global • Jacksonville, FL

1d • Onsite

About The Position

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
About the team:
The Desktop support team at FIS is responsible for supporting internal colleagues both in the office and virtual employees. Support consists of laptops and desktops built with a Windows 11 operating system and a number of MacBook’s. There is also the need to support audio and video equipment is our collaboration rooms. Please make note that this position requires 5 days a week onsite in our Jacksonville location.
What you will be doing:
In this role you will provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.
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.
Ensures customer satisfaction by advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
May instruct customers in the operation and maintenance of the products/equipment as well as provide technical support services to customers including troubleshooting, problem resolution and diagnosing equipment interface problems during installations.
Provides desk-side assistance in resolving technology support issues.
Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.
Other related duties assigned as needed.

Requirements

• High school diploma or GED
• 5+ years’ experience with troubleshooting and responding to tickets
• Knowledge and understanding of hardware/software programs for assigned products
• Stays up-to-date with latest technology
• Ability to communicate effectively verbally and in writing
• Ability and flexibility to work extended hours when necessary to maintain client satisfaction

Nice To Haves

• Microsoft Office 365 skills
• The ability to work effectively on a large team.
• Great customer service skills to help provide a great customer ex

Responsibilities

• Provide day-to-day technical support for network infrastructure and desktop systems software and hardware to ensure proper operation of technology applications and equipment.
• Respond to initial technical support inquiries, resolves routine issues and refers more complex inquiries to senior technicians.
• Check out and approves operational quality of system equipment.
• Ensure customer satisfaction by advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.
• Instruct customers in the operation and maintenance of the products/equipment as well as provide technical support services to customers including troubleshooting, problem resolution and diagnosing equipment interface problems during installations.
• Provide desk-side assistance in resolving technology support issues.
• Prioritize and escalate support incidents and requests based on business impact and documented guidelines.
• Other related duties assigned as needed.

Benefits

• The chance to work on some of the most challenging, relevant issues in financial services & technology
• Great work spaces with dedicated and motivated colleagues
• A work environment built on collaboration, flexibility and respect with varied and challenging work to help you grow your technical skillset
• A fantastic range of benefits including private medical cover, dental cover and travel insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED