Network/Help Desk Technician II

Job Description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

NOTE: This role is 5 days onsite supporting our Banking client in Fairfield, CA.

About the team 

FIS’ Systematics Account Team supporting our client works onsite with our client providing technology support services for key areas supporting their business objectives.   Our team is comprised of both tenured FIS senior level subject matter experts and experts that are relatively new to the FIS family.  Our team works closely with each other and with our client partners without the classic vendor/client barriers.  We are one team working towards successfully achieving common business goals.

What you will be doing:

This is a helpdesk position that is responsible for supporting WestAmerica branches, back office, and the network/system admin teams.  The three-person team works in a raised floor area of a data center and works to ensure coverage during branch business hours.   You will build essential technical skills in a Windows operating environment.  You will be responsible for fielding customer calls and providing hands on support using direct and remote support skills.

• Continuously monitors and controls status and performance of on-line network systems.

• Supporting 800-900 users

• Works with technicians involved with proper maintenance and operation of telecommunications systems and equipment.

• Identifies network problems, isolates root causes, and initiates corrective action. Escalates unresolved problems based on severity criteria and tracks problem trends. Maintains status and incident logs of all network component failures.

• Tracks change-control activities by verifying modifications to the network have not impacted user availability or performance.

• Determines priority of action and additional resources required based on severity of service interruption.

• Provides technical analysis to all clients to isolate issues and develop strategies to restore or activate services.

• Interacts with field engineers, core engineers and transmission and RF staff regarding ongoing network activities.

• Interfaces with Technical Support, Customer Service and Product Support teams to resolve problems in a timely manner. May communicate with clients to provide quick and accurate problem determination/update.

• Ascertains compliance with security, safety and environmental guidelines.

• Generates reports on network performance, trouble-shooting results and routine maintenance of network elements.

• Updates departmental documentation and databases.

• Participates in disaster recovery testing and actual recoveries for local and remote locations.

• May be required to provide on-call support

• Other related duties assigned as needed.

What you bring:

• Proficient with MS Office (i.e. Word & Outlook)

• Basic knowledge of computer networking and WAN (Cisco Routers, Frame Relay) and Local Area Network (LAN) environments

• Knowledge of various PC and host applications

• Strong understanding of front end processor equipment and various patch and cabling equipment

• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors

• Willingly shares relevant technical and/or industry knowledge and expertise to other resources

• Excellent decision-making, problem-solving, team and time management skills

• High degree of human and customer relations skills

• Ability to utilize appropriate diagnostic tools to aid in trouble shooting procedures

• Ability to set priorities and multi-task complex issues

• Ability to work with vendor personnel to resolve problems and issues on behalf of the client or t