Support Engineering Technician II

Job Description About FIS Are you curious, motivated, and forward-thinking? At FIS you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. Current and future sponsorship are not available for this position Puerto Rico Hybrid (three days in-office, two days virtual) (Only) About the role Engineer Support II is responsible for providing timely, professional, and high-quality technical support to clients. This role requires the effective diagnosis, troubleshooting, and resolution of hardware, software, Microsoft 365, and networking-related issues while ensuring exceptional customer service and adherence to organizational standards. What you bring Technical Support Responsibilities Diagnose, troubleshoot, and resolve first-level technical issues involving Windows workstations, Microsoft 365 applications and services, email systems, printers, mobile devices, VPN connectivity, networking components, and remote support tools. Perform thorough initial troubleshooting and analysis prior to escalating incidents to higher support tiers. Support endpoint provisioning activities, including software installation, system updates, configuration, and deployment. Accurately document troubleshooting activities, resolutions, and best practices to support continuous improvement of the knowledge base. Documentation and Process Management Maintain comprehensive, accurate, and detailed records within the ticketing system. Document troubleshooting procedures, customer interactions, resolutions, and follow-up actions. Adhere to established documentation standards to ensure consistency, knowledge retention, and continuity of support. Contribute to the development and maintenance of knowledge base articles and internal operational documentation. Identify recurring issues, trends, and process improvement opportunities, and provide recommendations for corrective actions. Comply with all security policies, regulatory requirements, client confidentiality standards, and organizational procedures. Demonstrate foundational knowledge of Windows 11, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and remote support technologies. What you bring Performance Expectations Consistently meet or exceed established Service Level Agreement (SLA) response and resolution targets. Maintain a high standard of ticket quality, accuracy, and completeness. Escalate incidents and service requests appropriately and in a timely manner. Foster a collaborative team environment through positive communication, professionalism, and knowledge sharing. What we offer you A competitive salary and benefits. Varied and challenging work to help you grow your technical skillset. A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities. A modern, international work environment and a dedicated and motivated team. 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 . EEOC Statement 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 available here supplement document available here For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. 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. 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. #pridepass