Job Description:

IT Support Engineer

Job ID # JR81869

Are you curious, motivated, and forward-thinking At FIS youll 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 has built a specific case management system called FIS Chargeback ( CBK ) CBK is designed for processing of disputed credit/debit card transactions (MasterCard/Visa/etc)

CBK software is a niche software product marketed worldwide, with customers in 15 countries

What you will be doing

FIS is hiring a support engineer for the product CBK (chargeback processing) (S)He will be part of a team dedicated primarily to first- and second-line support
For best sharing of knowledge and optimal customer service, the support team is linked to the test team is under the supervision of the QA Manager

as a member of the Support Team, provide effective daily support to FIS CBK customers remotely through JIRA Helpdesk tool This relates to First Level Support, and to Second Level Support in collaboration with CBK consultants, business analysts and development teams based in Diegem, Belgium and Noida, India
communicate on a regular and on a case by case basis with the CBK QA, development and consulting teams
evaluate and manage all reported incidents based on priorities, and adapt schedules and workload accordingly
escalate problems requiring more in-depth knowledge to appropriate internal resources, and keep track of these problems
participate in root cause analysis and solution proposal
maintain the CBK support customer environments up-to-date
build the knowledge database of all support events and of the corresponding repair actions
depending on Support load, participate to other CBK tasks (testing, support tools enhancement)

What you bring

Personal skills

strong interest in IT and software

excellent communication skills in English (oral and written - towards our own team, customers, development team and the company management)

analytical skills (problem analysis and reporting)

able to work under pressure, handle priorities in cooperation with other Support Engineers

able to evaluate the required priorities and the need for problem escalation to the consultants and to the management

flexible (manage quickly changing priorities and adapt working schedule for some exceptional actions servicing some customers located in and out of Europe)

can work with objectives, is target-oriented

Technical skills

troubleshooting skills - experience in support environment

experience in software first and second line support is a plus

basic knowledge in SQL (Oracle/DB2/SQL Server) being able to write/update basic SQL queries

knowledge of JAVA is a big plus

solution-oriented

experienced in knowledge management

knowledge of JIRA and log analysis is a plus

development background (JAVA) would be a plus that allows a broader open career path

General

fluent in written and spoken English

be able to work within a team, and propose solutions/enhancements to improve customers service

be logical, accurate and well-organized, able to write the concise/short and well-structured notes/documents, presenting the analysis results, conclusions and the operational documentation

be tactful

a technical education background is a plus (skills in script building, network and client/server architecture, virtualization)

be customer focused and service oriented

Added bonus if you have

knowledge of JAVA

ITIL knowledge

What we offer you

Join a team of talented experts, working on the future of banking in the leading Fintech company

International environment, working with teams across countries

Full-time position with an attractive salary package with benefits such group insurance and private healthcare, meal-vouchers and more

With a 50-year history rooted in the financial services industry, FIS is the worlds largest global provider dedicated to financial technology solutions We champion clients from banking to capital markets, retail to corporate and everything touched by financial services Headquartered in Jacksonville, Florida, our 53,000 worldwide employees help serve more than 20,000 clients in over 130 countries Our technology powers billions of transactions annually that move over $9 trillion around the globe FIS is a Fortune 500 company and is a member of Standard & Poors 500 Index

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 FIS Online Privacy Notice

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 and here

For positions located in the US, the conditions below apply If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) 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

As part of the selection process this role may require an assessment to determine suitability

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : IT-Hardware/Networking, Telecom
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 18th Apr 2020

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