As a Systems Engineering resource, you will use your knowledge, advanced technical skills and established procedures to troubleshoot customer problems of various complexities in a highly technical environment and provide technical support via phone and internet to Fiserv internal and external customers.
Customer issues may be related to code defects, product configurations (files or data), networking, platform, third party communications, hardware configuration or other issues commonly encountered in systems operation in a networked environment.
Resolve customer issues, utilizing methods such as configuration changes, data modifications, or customer guidance, or escalates unresolved problems to the appropriate resources and departments in accordance with published guidelines.
Regularly update customer case notes to inform the customer of ongoing troubleshooting and resolution efforts. Provide 24x7 rotating on call support to customers and internal groups.
Communicate customer status, concerns, and issues to the appropriate internal Fiserv personnel (inc. client advocate, support management, and account manager) as needed.
Primary Responsibilities :
Required Qualifications :
o Web Tier : IIS administration, Web browsers, navigation,
o Application Tier : Windows Server applications,
o Data Tier : SQL databases & queries,
o Infrastructure : Windows Server administration, using, altering and deciphering scripts (BAT, VBscript, PowerShell), TCP / IP networking basics
o Able to work independently and as part of a broadly skilled team
o Able to clearly communicate action plans, work performed, case details to a customer by phone in a positive manner (B1)
Preferred Qualifications :
Net, Java, Apache Tomcat, Network troubleshooting
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
