Product Technical Support Analyst II

Role location: Hybrid (three days in-office, two days virtual)

About the team

• Join a Service Desk organization that provides centralized support across core platforms and services, focused on access, connectivity, and end-user productivity.
• The team supports banking clients and select insurance companies in the United States, delivering responsive, secure, and customer-focused technical assistance.
• Work closely with fellow support analysts, team leads, and escalation teams, operating within ITSM/ITIL-aligned practices.
• Collaborate in an environment that leverages tools such as ServiceNow for ticketing and standardized workflows to streamline service delivery.

What you will be doing :

• Troubleshoot and resolve hardware, software, network, Citrix, and VPN issues across multiple channels (calls/chat/tickets), ensuring clear communication and strong customer experience.
• Perform user access and identity support activities (e.g., Active Directory-related tasks) and follow defined processes for request fulfillment and incident management.
• Document, track, and update cases accurately in ServiceNow, prioritizing and escalating incidents as needed based on impact and guidelines.
• Participate in cross-team collaboration during outages/major issues, and support knowledge management by contributing to documentation and continuous improvement.
• Provide a dependable support presence within a 24/7 shifting schedule, supporting business continuity for US-based clients.

What you bring:

• 3+ years of relevant experience in a service desk / technical support role handling end-user troubleshooting and ticket-based work.
• Hands-on experience with Active Directory, ServiceNow, Citrix, and VPN, plus strong hardware and networking troubleshooting skills.
• Strong communication skills with the ability to explain technical concepts clearly, gather details efficiently, and maintain professionalism in high-volume support scenarios.
• Willingness to work hybrid (at least 2x/week onsite) and candidates must be Cebu-based.
• Amenable to a 24/7 shifting schedule; comfortable supporting clients in a production environment.

What we offer you: 

At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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