Product Technical Support Analyst Senior
About the position About FIS Are you curious, motivated, and forward-thinking? At FIS you’ll 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. Location: Puerto Rico (only) About the team We are a high-performing service desk team trusted to support a key client environment in Puerto Rico. Our team works with clarity, ownership, and consistency, sharing knowledge freely and maintaining a high standard of service. As the operating model continues evolving, we remain focused on dependable support, strong teamwork, and continuous improvement. What you will be doing You will provide senior-level support across applications, endpoints, and core services while helping keep daily service desk operations running smoothly. You will handle customer issues directly, document work clearly, assist with escalations, and help peers navigate more complex calls. This role requires sound judgment, clear communication, and a steady service mindset in an environment that is currently hybrid and moving toward fully remote support. Deliver technical support across applications, endpoints, and core services through established service desk channels. Work tickets with precision and document actions with clear, concise notes. Assist with monitoring call flow, ticket assignment, and escalations to support efficient daily operations. Support peers during more complex calls by helping identify next steps and the right escalation path when needed. Recognize early when an issue should be escalated and coordinate with the appropriate support resources. Provide guidance and cross-training that helps reinforce standards, consistency, and strong service practices across the team.
Responsibilities
- Deliver technical support across applications, endpoints, and core services through established service desk channels.
- Work tickets with precision and document actions with clear, concise notes.
- Assist with monitoring call flow, ticket assignment, and escalations to support efficient daily operations.
- Support peers during more complex calls by helping identify next steps and the right escalation path when needed.
- Recognize early when an issue should be escalated and coordinate with the appropriate support resources.
- Provide guidance and cross-training that helps reinforce standards, consistency, and strong service practices across the team.
Requirements
- Proven experience with service desk operations and enterprise ticketing platforms.
- Practical understanding of SLAs and support environments that include remote work.
- Strong technical depth across Windows, printers, and scanners.
- Ability to diagnose and resolve Windows issues methodically.
- Strong written and verbal communication skills with both technical and non-technical users.
- Ability to work independently, use sound judgment, and know when escalation is appropriate.
Nice-to-haves
- Background in technical call centers, service desk, or desktop support.
- Proficiency in Windows or application installation and fault isolation.
- Experience supporting mobile devices and modern authentication solutions.
- Experience with account lifecycle maintenance or access administration. This optional line is suggested from the role duties in Product Technical Support Analyst I.
Benefits
- A modern, international work environment and a dedicated and motivated team.
- A work environment built on collaboration, flexibility and respect.
- Varied and challenging work to help you grow your technical skillset.
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