FIS

Technician II, Product Technical Support

FIS

full-time

Posted on:

Location Type: Hybrid

Location: Cebu • Philippines

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Tech Stack

CitrixServiceNow

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Flexible and creative work environment
  • Diverse and collaborative atmosphere
  • Professional and personal development resources
  • Opportunities to volunteer and support charities
  • Competitive salary and benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootinghardware supportsoftware supportnetwork troubleshootingCitrixVPNActive DirectoryServiceNowincident managementrequest fulfillment
Soft Skills
communication skillscustomer experiencecross-team collaborationprofessionalismdetail-orientedcontinuous improvementdependabilityproblem-solvingtime managementadaptability