Associate, Help Desk

Calling all innovators – find your future at Fiserv.

We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we're involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

Tier2 App Support – Job Description

What You will do

Service Delivery:

• Perform routine work as per client requests
• Validate application and system health after planned maintenance or on an ad-hoc basis to meet client expectations for system availability
• Demonstrate ability to execute complex, technical system administration procedures.

Incident Management:

• Respond to, investigate, and resolve issues involving production applications and services using documented procedures and solutions
• Escalate and/or engage other support groups as needed to meet service targets for resolution quality and timeliness

Problem Solving:

• Take a methodical and tenacious approach to identify underlying problems and make recommendations for resolution

Case Management:

• Prioritize tickets
• Regularly pick, update, and communicate as needed to resolve issues in timely manner
• Follow Customer First approach and ensure customer satisfaction when addressing to the tickets

Documentation:

• Accurately and concisely document production support issues for subsequent root cause, operational and management analysis, and reporting.
• Contribute to the continuous improvement of reference material by proactively filling gaps, correcting mistakes, and resolving ambiguity. Seek review from colleagues on your proposed changes.

What you will need to have

• Experience with and ability to use Microsoft Office applications
• Ability to work under pressure to complete tasks on schedule and with high quality
• Detail-oriented with ability to execute complex, technical system administration procedures
• Good understanding of ITIL framework and service delivery
• Proven customer service skills
• Excellent written and verbal communication
• Able to work independently and as part of a broadly skilled team
• Mobile application or financial applications experience

What would be great to have

• Web Tier: IIS administration, Web browsers, Navigation
• Application Tier: Windows Server applications
• Data Tier: SQL database & queries
• Infrastructure: Windows Server administration, using BAT/PowerShell/Java script, TCP/IP networking concepts
• Splunk, Dynatrace, ControlM knowledge will be added advantage
• Qualification in Information Technology or Computer Science
• Ability to work non-standard hours and holidays as part of 24X7 team

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.