Students! Find the fintech job of your dreams here.

Georgia Fintech Academy
Georgia Fintech Academy

Technical Support Associate I

Global Payments

Global Payments

IT, Customer Service
Jeffersonville, IN, USA
Posted on Tuesday, October 10, 2023

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of This Role

Performs the installation, repair and preventative maintenance of edge of network devices (e.g. desktops, laptops, mobile devices, MACs) and related systems while ensuring all processes and procedures take into account company policy / standards and industry best practices. Assists in determining suitable software to meet user requirements. Troubleshoots software and hardware failures and identifies network problems when they relate to desktop or laptop computers, mobile devices, or related peripheral equipment.

What Part Will You Play?

  • Provide Tier 1 technical support to employees via phone, chat, email, or in person.

  • Diagnose and resolve hardware and software issues on desktops, laptops, and mobile devices.

  • Assist with the setup and deployment of new hardware and software.

  • Provide end-user training on hardware and software as needed.

  • Escalate complex issues to Tier 2 support as necessary.

  • Maintain accurate records of all support requests and resolutions in our ticketing system.

  • Identify and recommend process improvements to enhance the efficiency and effectiveness of the support function.

  • Keep up to date with new technologies and industry trends to enhance your knowledge and skills.

  • Prioritize and escalate support incidents and requests based on business impact and documented guidelines

  • Communicate technical information to both technical and nontechnical personnel

What Are We Looking For in This Role?

Minimum Qualifications

  • High school diploma or equivalent; associate degree in IT or related field preferred.

  • At least 1 year of experience in a similar technical support role.

  • Basic Knowledge of Windows and Mac operating systems, Microsoft Office Suite, and basic networking principles.

  • Excellent problem-solving and communication skills.

  • Ability to multitask and prioritize effectively in a fast-paced environment.

  • Customer-focused attitude with a passion for delivering high-quality support.

  • Professional certifications such as CompTIA A+ or Microsoft 365 Certified: Endpoint Administrator Associate are a plus.

Preferred Qualifications

  • Professional certifications such as CompTIA A+ or Microsoft 365 Certified: Endpoint Administrator Associate are a plus.

  • Asset Management a plus

What Are Our Desired Skills and Capabilities?

  • Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
  • Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
  • Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
  • Windows Experience - Experience with Windows 10 and/or 11; and MacOS
  • Systems Experience - Kyocera Printers, Google Workspace, Office 365, VMware Horizon, Service Manager/ServiceNow or similar ticketing systems. MFA and Remote Support tools are a plus.
  • Varying Equipment Experience - Laptop, Desktop, HP Thin Client using
    Teradici OS, Macbooks and Ipads, Mobile Devices (Android and iOS)

Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.