Customer Engineer

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Job Description

The world of finance moves fast. At FIS, we're faster. Our teams are empowered to learn, grow, and make an impact-in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we'd like to know: Are you FIS?

About the role:
As a Customer Engineer, you'll provide highly visible customer support through performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service and repair of complex equipment and systems.

About the team:

FIS is a global payments leader powering international commerce with deep fintech expertise and a shared passion for our customers. We are passionate about our work and take a client-first approach to everything we do. There are great opportunities for learning within this group.

What you will be doing?

• Provide highly visible customer support, through performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service and repair of complex equipment and systems.

• This is a LINUX based Hardware Break/Fix Physical Demands position.

• Responds to initial technical support inquiries, resolves routine issues and refers more complex inquiries to senior technicians.

• Checks out and approves operational quality of system equipment.

• Sets up and utilizes specialized test and diagnostic equipment to isolate equipment malfunctions.

• Replaces defective units/components as appropriate at customer sites.

• Will provide field support services to customers in solving problems incurred in the installation and/or operation of hardware/Linux based software products.

• Will deliver pre-sales and post-sales installation services at customer sites including installation, maintenance, troubleshooting and repair of products and services to ensure all function properly.

• Ensures customer satisfaction by advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

• Responds to customer questions regarding operation and malfunctions of FIS and third-party products and equipment.

• May instruct customers in the operation and maintenance of the products/equipment.

• Serves as company liaison with customer on technical matters for assigned products/ equipment.

• Will provide technical support services to customers including troubleshooting, problem resolution and diagnosing equipment interface problems during installations.

What you will need:

• High school diploma, GED or an equivalent combination of work, training, and experience.

• LINUX experience is preferred - This role does not include a MS Windows environment.

• Knowledge and understanding of hardware/software programs for assigned products.

• Knowledge of assigned product functions and their use within a financial institution operating environment.

• Ability to communicate effectively verbally and in writing.

• Ability and flexibility to work extended hours when necessary to maintain client satisfaction.

Preferred Qualifications:

• FreeBSDOS experience would be ideal.

• This is a hands-on hardware break/fix, electro-mechanical skilled position.

• On Call Support: Must be willing to work on call (*24/7 support) in addition to normal business hours.

What we offer you:
At FIS, you can learn, grow and make an impact in your career. Our benefits include:

• Flexible and creative work environment

• Diverse and collaborative atmosphere

• Professional and personal development resources

• Opportunities to volunteer and support charities

• Competitive salary and benefits

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.

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