About Company
FIS Global (Fidelity National Information Services) is a leading provider of technology solutions for merchants, banks, and capital markets firms globally. With a deep heritage rooted in innovation, we empower the financial world with integrated products and services that help our clients achieve their business objectives. Our Durango, Colorado office, formerly Mercury Payment Systems, plays a vital role in our robust support infrastructure, serving thousands of businesses worldwide. At FIS, we foster a culture of collaboration, continuous learning, and customer-centricity, driven by talented individuals committed to excellence.
Job Description
Are you a problem-solver with a passion for technology and customer service? FIS Global is seeking a dedicated and technically proficient Remote Technical Support Engineer to join our dynamic team in a hybrid capacity, based in Durango, Colorado. This unique role offers the flexibility of remote work combined with the collaborative benefits of occasional in-office presence, allowing you to connect with colleagues and contribute to our local presence. As a Technical Support Engineer, you will be the frontline hero for our clients, diagnosing and resolving complex technical issues related to our financial technology products and services. You will empower our customers through expert guidance, troubleshooting software and hardware issues, and ensuring seamless operation of their systems. This role demands a keen analytical mind, excellent communication skills, and a commitment to delivering outstanding support. If you thrive in a fast-paced environment, are eager to continuously expand your technical expertise, and are looking for a role that truly makes an impact, we encourage you to apply and become a pivotal part of the FIS Global success story.
Key Responsibilities
- Provide expert technical support and troubleshooting for FIS Global's diverse range of financial technology products and services.
- Diagnose and resolve complex software, hardware, and network issues through various communication channels (phone, email, chat, ticketing system).
- Escalate unresolved issues to appropriate internal teams (e.g., development, infrastructure) with detailed documentation and analysis.
- Document all support interactions, troubleshooting steps, and resolutions accurately within the CRM and knowledge base.
- Collaborate with internal teams to identify root causes of recurring issues and contribute to product improvement initiatives.
- Assist clients with product installation, configuration, and best practices to ensure optimal performance.
- Participate in a rotating on-call schedule for after-hours support, as needed.
- Maintain a high level of customer satisfaction through professional and empathetic service delivery.
Required Skills
- 3+ years of experience in a technical support or IT helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux) and mobile platforms.
- Proficiency in network fundamentals (TCP/IP, DNS, DHCP, VPNs) and connectivity troubleshooting.
- Experience with ticketing systems and remote support tools.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly.
- Demonstrated problem-solving and analytical abilities.
- Ability to work independently and as part of a hybrid team.
- Familiarity with database concepts (SQL) is a plus.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- IT certifications (e.g., CompTIA A+, Network+, Security+, CCNA, MCSE).
- Experience supporting financial technology products, payment processing systems, or point-of-sale (POS) systems.
- Familiarity with cloud platforms (AWS, Azure, GCP) and containerization technologies (Docker, Kubernetes).
- Basic scripting skills (e.g., PowerShell, Bash, Python) for automation.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off (PTO) and company holidays.
- Hybrid work model offering flexibility and collaboration.
- Opportunities for continuous learning and professional development.
- Employee assistance program and wellness initiatives.
- Collaborative and inclusive company culture.
How to Apply
Ready to make a significant impact with a global leader in financial technology? We invite you to explore this exciting opportunity. Please click on the application link below to submit your resume and cover letter directly through the FIS Global careers portal. We look forward to reviewing your application!