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**:
- Participate in high severity incident bridges (internal/external).
- Request additional details from client if needed.
Resolves the item with Client facing work notes.
- Request Situation Manager to page additional teams to help on the issue.
- Participate in Backlog and Cross teams Swarm sessions.
- Create, Update and link Knowledge Base articles to every case or situation
- Review INC Details and Initiate Incident Management Process, Sends xMatters notification to necessary teams, opens the bridge if active monitoring needed.
- Assess the impact to the client via monitoring tools (CEM/Splunk/ASM/ITSI) and pull the initial errors found.
**Required Qualifications**:
- 3 or more years' experience in the following areas:
- Web Tier: IIS administration, Web browsers, navigation,
- Data Tier: SQL databases & queries,
- Infrastructure: Windows Server administration, using, altering and deciphering scripts (BAT, VBscript, PowerShell), TCP/IP networking basics
- Detail-oriented with ability to execute complex, technical system administration procedures.
- Able to work independently and as part of a broadly skilled team
- Able to clearly communicate action plans, work performed, case details to a customer by phone in a positive manner (B1)
**Preferred Qualifications**:
- Familiarity or expertise with three or more of the following areas is required (additional familiarity is preferable): XML syntax, HTML development, ACH file format,.Net, Java, Apache Tomcat, Network troubleshooting
- Good understanding of ITIL framework and service delivery.
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.