Senior Client Technical Support Engineer

Senior Client Technical Support Engineer

The Senior Client Technical Support Engineer ensures the delivery of superior customer service by providing timely and efficient resolution of technical issues related to Fiserv products. This role involves troubleshooting, analyzing, and resolving escalated issues from clients, vendors, and internal teams, thereby ensuring continuous client satisfaction. The position requires participation in an on-call rotation for off-hours support, including evenings, weekends, and holidays, and occasional emergency support as needed.

Required Skills and Qualifications:

• Experience:7 years in a service desk or equivalent role at 2nd or 3rd level.
• Technical Skills:

• Strong understanding of networking, security, and related infrastructure.
• Hands-on experience with Windows Server administration and virtual machine management.
  • ITIL Knowledge:Familiarity with ITIL frameworks and best practices in service delivery.
  • Communication Skills:Excellent verbal and written communication.
  • Customer Focus:Proven ability to deliver superior client service and maintain satisfaction.
  • Teamwork:Capable of working independently and within a multidisciplinary team.

Key Responsibilities:

1. Technical Issue Resolution:

• Diagnose, analyze, and resolve complex technical issues escalated by clients, vendors, or internal teams.
• Maintain ownership of escalated cases and ensure timely resolution.
  1. Customer Service Excellence:
• Deliver exceptional support and maintain high levels of client satisfaction.
• Collaborate with clients to understand their needs and ensure effective solutions.
  1. System Administration:
• Administer and support Windows Server platforms and virtualized environments.
• Monitor, maintain, and manage system performance and reliability.
  1. Networking and Security:
• Troubleshoot network-related issues and ensure secure connectivity for clients.
• Collaborate with infrastructure teams to resolve security incidents.
  1. Incident Management:
• Handle on-call responsibilities for off-hours incidents as part of a scheduled rotation.
• Respond promptly to emergency incidents and critical business needs.
  1. Documentation and Reporting:
• Document processes, incidents, and resolutions to maintain a robust knowledge base.
• Generate reports to provide insights into recurring issues and performance trends.
  1. Service Delivery and ITIL Compliance:
• Ensure compliance with ITIL framework for incident, problem, and change management.
• Participate in service delivery improvement initiatives.
  1. Collaboration and Communication:
• Work closely with cross-functional teams, including product development and engineering.
• Communicate effectively with stakeholders to ensure alignment on solutions.

Preferred Qualifications:

• Banking, financial applications, or core systems experience.
• Tertiary qualification in Information Technology, Computer Science, or a related field.

Additional Requirements:

• Participation in a scheduled on-call rotation for off-hours support.
• Ability to travel infrequently, as needed.