Technical Support Analyst II
Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Technical Support Analyst II to join our ever-evolving Global Service Desk Team and help shape the future of global commerce. In this role, you'll be responsible for providing technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolves issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigates and responds to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.
What you’ll own
Provide Level 2 technical support for desktop, software, hardware, and network-related issues escalated from Tier 1, with a focus on achieving first-call resolution when possible.
Act as a business partner representing IT User Services, delivering excellent customer service using active listening, clear communication, and effective troubleshooting.
Use remote access tools (e.g., TeamViewer, RDP) and endpoint management platforms (e.g., VMware Workspace ONE) to troubleshoot user issues, push updates, manage configurations, and enforce compliance policies across global endpoints.
Handle support requests via ticketing systems such as ServiceNow, ServiceManager, or ServiceDesk+, ensuring incidents and requests are resolved or appropriately escalated within SLA timelines.
Collaborate with onshore/offshore teams to ensure round-the-clock support, including hardware diagnostics, software deployments, and system patching during off-hours.
Diagnose and resolve advanced technical challenges, including system configurations, network issues, and hardware failures.
Configure, provision, and support mobile devices and platforms, perform system upgrades.
Create, update, and maintain technical documentation and knowledge base content to support knowledge sharing and future incident resolution.
Participate in on-call rotations or shift-based support that may include evenings, weekends, or holidays as directed by leadership.
Ensure compliance with Global Payments’ IT policies, procedures, and security standards.
Perform other duties as assigned and coordinate with Human Resources as needed for policy compliance.
What you’ll bring
At least 2 years of college completed
College coursework in the Computer Science, Management Information Systems or related field of study
It’s a bonus if you have
Bachelor's degree in Computer Science or related field preferred.
Certifications such as CompTIA (A+, Network+), Microsoft (MCP, MCSA), Cisco (CCNA), or ITIL Foundation are a plus.
About the team
Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.
What makes a Globalpayer?
Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.
Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.