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 A Specialist who provides technical support, advice, and assistance to the organization and its customers. They often provide second-line support for system issues, assisting the level 2 escalation team in resolving complex problems and research. Troubleshoots software and hardware failures and identifies network problems when they relate to the core product. Will help to develop test cases for production issues, and develop workarounds to assist in issue resolution. What Part Will You Play? They help resolve hardware, software, and other technical problems. Assists with maintaining the functional understanding of core products and software. Reads and deciphers device and database logs. Writes and executes SQL reporting to determine system outage scope (when applicable) and impact of production bugs. Responds to routine technical issues surrounding software, hardware, and server Prepares information on outages, bugs, and feature gaps to management, and products to assist in issue resolution. Reviews and updates basic and standard departmental documentation, as directed. Assists teams in a deep investigation when they are unable to determine a test case or workaround. Ensures that allocated work queues are responded to and actioned in an appropriate timescale seeking support from higher-level analysts or managers as needed. What Are We Looking For in This Role? Minimum Qualifications Associates Degree Relevant Experience or Degree in Computer Science, IT, Technical Support; other degrees considered. Relevant experience in Issue resolution and triage. SQL Preferred Qualifications Previous experience in an IT Server, Network, and/or PC Support, or IT customer support environment is considered a plus Excel proficiency Jira What Are Our Desired Skills and Capabilities? Skills / Knowledge - Learns to use professional concepts. Applies company policies and procedures to resolve routine issues. Job Complexity - Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally. Supervision - can work well independently and manage task load, reaching out when needed. Client facing communication skills - Builds positive customer and employee relationships, and works with clients to understand and respond to issues Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems Organization - Prioritizes work according to business need, priority matrices, and with minimal support 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.