About the role
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
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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Privacy Statement
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 Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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Skills & Tags
Aplyr's read
FIS is a global financial technology leader, attracting professionals in software, analytics, and sales, dedicated to advancing banking, merchant, and capital market solutions.
What's promising
- •FIS offers diverse career opportunities across global locations, including roles in technology, sales, and analytics.
- •The company is a leader in financial services technology, providing innovative solutions to major financial institutions.
- •FIS invests in cutting-edge technology, such as AI and machine learning, enhancing its product offerings.
What to watch
- •FIS faces intense competition from other financial technology firms, impacting market share.
- •The company has undergone significant restructuring, which may affect job stability.
- •Complexity in global operations can lead to challenges in coordination and communication.
Why FIS
- •FIS has a strong focus on integrating advanced technologies like AI into financial services.
- •The company provides comprehensive solutions across banking, merchants, and capital markets, offering a broad industry impact.
- •FIS supports a wide range of financial institutions, from small banks to large capital markets, showcasing its versatility.
Aplyr’s read is generated by AI from public sources. Was it useful?
About FIS
FIS is a global leader in financial services technology, providing software, services, and technology solutions for merchants, banks, and capital markets firms.
