SunGard Senior Technical Support Analyst - IT Operations Support in Tunisia
Senior Technical Support Analyst - IT Operations Support
Job ID #:JR07297
Functional Area:Internal IT
Position Type:Full-Time Regular
Primary Location:TN-Tunis-Ariana Zl Chotrana
- Department:ADMIS Internal IT
Education Desired:Bachelors Degree or equivalent
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Duties and Responsibilities:
Provide higher level troubleshooting on the issues that are reported by the end users of the Global IT Helpdesk and issues those are out of scope for the Tier I team.
Act as mentor to the Tier I team
Contribute to knowledge management system by creating solution articles.
Active participation in Projects. Coordinating things with Project Management team. Sharing all the information with entire Helpdesk team members and preparing the team for launch.
Active participation in testing new solutions.
Work closely with the engineering team on high priority issues.
Maintain ticket count and ensure monitoring for the ticket queue.
Qualifications and Skills
Strong knowledge and experience with Microsoft technologies including IIS, Active Directory, SharePoint 2010 and SharePoint 2013 is required.
Knowledge and experience with Microsoft Exchange 2010 /2013 and Office 365.
Experience with PowerShell required.
Good understanding of TCP/IP and network topologies
Laptop and desktop support experience.
Excellent customer service and communications skills.
Excellent troubleshooting and problem solving skills.
Ability to interface with staff at all levels of the organization
Able to work successfully in a remote management environment
Proactive and willing to take initiative.
Shift work is required.
Excellent verbal and written communications skills
Excellent organizational skills – must be able to ensure timely updates to owned incidents and service requests
Cheerful and enthusiastic
Ready to work in 24x7 environment in rotational shifts
FIS is a global leader in financial services technology, with a focus on retail and institutional banking, payments, asset and wealth management, risk & compliance, consulting and outsourcing solutions. Through the depth and breadth of our solutions portfolio, global capabilities and domain expertise, FIS serves more than 20,000 clients in over 130 countries. Headquartered in Jacksonville, Fla., FIS employs more than 55,000 people worldwide and holds leadership positions in payment processing, financial software and banking solutions. Providing software, services and outsourcing of the technology that empowers the financial world, FIS is a Fortune 500 company and is a member of Standard & Poor’s 500® Index. Learn more at www.fisglobal.com
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is availablehereandhere
For positions located in the US, the conditions below apply. If you are made a conditional offer of employment, you will be required to undergo a drug test and background check (including criminal record check) ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
As part of the selection process this role may require an assessment to determine suitability