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We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About The Role:

As a Systems Support Analyst you will provide support for assigned production-related systems for major banking and payments clients. This role could be based in Sydney or Melbourne and will see you working within the local Application Support Group and collaborating with global colleagues you will also:

• Provide on-call support for HP Non-Stop Systems and proprietary applications

• Develop and execute scripts and test plans

• Conduct software analysis related to debugging, resolving issues and modifications

• Liaise with internal clients, vendors and global colleagues to resolve issues and deliver results

• Providing rostered on-call 24/7 support to clients (around 1 week per month)

What You Will Need:

• HP Non Stop systems experience is essential for this role

• Previous experience in a Systems Support role with sound experience in programming languages and application development methodologies

• Ability to understand in-house applications

• Knowledge and experience with primary database engines with demonstrated ability to write complex queries for data validation and troubleshooting

• Experience with a wide range of interface design, development and debugging tools, techniques and methodologies

• Knowledge of testing tools and quality control requirements

Bonus if You Have:

• Experience in the banking or Financial Services sector

What We Offer You:

At FIS, you have the opportunity to make your mark in the Fintech industry and work with industry leaders. Our benefits include:

• Flexible, hybrid work model

• Diverse and collaborative atmosphere with personal and professional development opportunities

• Great remuneration package with medical insurance and employee share scheme

#LI-TC

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.

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

The Desktop Support Engineer is part of a highly technical engineering team responsible for providing technical support and maintenance for desktop computing environments within an organization..

This role will be a unique blend of hands-on delivery providing technical assistance to end-users by troubleshooting hardware, software, and network-related issues. Respond to help desk tickets, identify problems, and implement effective solutions to ensure minimal disruption to user productivity. This includes receiving, prioritising, documenting and actively resolving end user requests.

There are a number of technologies that we envision being part of our future, or valuable skills that will make understanding our existing architecture easier. Problem resolution may involve the use of diagnostic and tracking tools as well as a requirement for the individual to give in-person, hands-on help desk advice.

• Reporting to Vice President of Engineering & IT
• Commencing ASAP
• 100% In-Office requirement working Monday – Friday

What will a normal day look like? 

• Provide first line support for all IT related Issues and problem
• Provide technical desktop support to staff including computers, laptops, phones, printers, network patching, Wi-Fi etc.
• Field and prioritise requests from end users in a prompt and courteous manner and work to resolve them
• Escalate requests when required, to the appropriately skilled IT Level 2 or 3 resource
• Perform root cause analysis for Help Desk requests
• Providing configuration management and security compliance for the software and hardware.
• Apply diagnostic tools to aid in troubleshooting as and when required
• Perform post-resolution follow up to ensure user satisfaction and proper problem resolution
• Maintain the IT Asset Register & IT Service desk
• Learn appropriate software and hardware utilised by TSA such as MS Office applications
• Assisting Systems or Database Administrators with IT requests
• Assist team members with tasks as required and outlined in the Project scope
• Developing and updating standard operating procedures and documentation.
• Completing service requests or incidents tickets in support of the business.
• Maintain accurate inventory records for desktop hardware and software assets. Track hardware and software lifecycles, plan for replacements or upgrades, and assist with procurement processes.
• Always be prepared to design and implement security countermeasures, when network vulnerabilities arise.

What’s in it for you? 

• Attractive base salary
• Ongoing support and development 
• Grow in a supportive team environment
• Health and wellness benefits

About the opportunity

Join our Global Operations Team as a Customer Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting to the Senior Manager, Software Support, you'll help us drive engagement, excellence, and a focus on building relationships with our customers and colleagues, whilst meeting and exceeding service levels agreements for the resolution of support tickets. You'll also lead a team of Software Support professionals to meet the needs of our customers on software related enquiries. 

Some of the other responsibilities include:

• Manage a small offshore & regional team of customer support advisors in the delivery of software customer service   

• Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution  
• Partner with leadership and commercial teams to identify and plan essential work in the context of software support  
• Ensure that the team adheres to regional policies within software support for Xplor products  
• Contribute to frameworks and internal resources to support the resolution of technical issues within your team  
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement  
• Proactively engage and upskill yourself in new iterations of the software along with your team  
• Find new ways to reduce the average ticket turnaround time and improve SLAs  
• Optimise, standardise, and manage Support metrics across all channels (call centre, online chat, email) to ensure customer satisfaction, and report statistical performance levels 

For this position, we offer a hybrid and flexible working model, where you will spend 2-3 days per week in the office and the rest working from home.

• 12 month fixed term contract 
• Part- Time opportunity 

Join Lifebroker as a Suspense and Support Officer, a pivotal role in our distribution chain. Reporting to the Client Services Manager – SME, you’ll ensure life insurance applications submitted by our Client Services Team are seamlessly managed through to completion.

Key responsibilities include:

• Collaborating with Clients, Insurers, and Medical partners to meet application requirements.
• Driving completion within SLAs, including supporting Clients with additional information.
• Managing and analyzing the suspense pipeline while influencing the application process at every step.