Inp – Technical Support Representative II
| Company | Fidelity National Information Services |
|---|---|
| Location | Jacksonville, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior, Mid Level |
Requirements
- Any graduation or Post Graduation in IT domain
- Sound technical knowledge in Identity and Access Management
- Good Communication skills (Can work on calls)
- Experience Range – 0 to 4 Years
Responsibilities
- Responsible to handle all Access Management & troubleshooting tasks.
- Responsible to fulfill client access requirements with accuracy.
- Provide help in resolving technology / troubleshooting support issues.
- Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be required).
- Utilizes soft skills and troubleshooting skills to resolve client issues and questions.
- Asks probing questions to gather relevant information on routine and complex calls.
- Uses effective listening skills to develop understanding of client questions or issues.
- 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.
- Maintains passwords, data integrity and file system security for the desktop environment.
- May participate in development of information technology and infrastructure projects.
- May have expertise in commonly used business applications.
- May handle phone and email assistance as well.
- Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network (e.g., resetting password, bouncing PU, resetting remote devices).
Preferred Qualifications
-
No preferred qualifications provided.