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Company Description

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay & be paid, for everyone everywhere. This is our global vision & the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people & businesses around the world, enabling them to use digital currency instead of cash & checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics & FIFA World Cup, celebrate teamwork, diversity, & excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience & security of digital currency to people all over the world. Join our team & find out how Visa is everywhere you want to be.

Job Description

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience & end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world class operational support to our end users. This change is geared towards rethinking how we provide Operational support for the services we are responsible for. As a member or the End User Systems Support team, the Workstation Technical Support Analyst will be responsible for providing support for the systems, services & tools utilized by Visa Inc's staff. The successful candidate will be a technically versed resource with excellent customer service skills.

The Technical Support Analyst provides hardware & software support to our workstations (both physical & virtual), mobile wireless devices, voice & video equipment, end user solutions like Office 365, & Endpoint security tools. The successful candidate will work with a dynamic & evolving global team charged with continuously improving the efficiency & effectiveness of support for our end user environment.

Essential Functions

  • Consistently provide an exceptional, pleasant & courteous service to all End Users

  • Provide 2nd level support for escalated workstation & mobile related issues & requests

  • Provide the day-to-day operational support for incidents, adds/moves/change for voice & video conferencing, & AV equipment & escalating to next level group when appropriate.

  • Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly

  • Effectively question end users to collect information & understand the issues they are experiencing, & perform diagnostic procedures to isolate & resolve the issues

  • Interact with end users in person, via telephone, e-mail, IM/chat, & social tools, to provide technical support

  • Prioritize incidents & complaints to assure all SLOs are meet

  • Maintain incident records & resolution detail utilizing ITSM Ticketing tool, Service Now

  • Troubleshoot incidents & document resolution notes with root cause analysis

  • Utilize all technical resources to solve end user incidents

  • Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues

  • Escalate hardware repairs to third party providers as needed

  • Effectively communicate both verbally & in writing with management to express ideas in order to make informed decisions

  • Installation of workstation, telephony, & mobile hardware/software as required

  • Provision & prepare workstations using standard images

  • Setup & install new workstations, loaners & other workstation related equipment

  • Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed

  • Communicate & provide knowledge transfer to other agents/technicians on issues/problems & resolution

  • Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities

  • Other duties & special projects as assigned


Basic Qualifications:

  • 2 years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
  • Strong experience in providing exceptional customer service

Preferred Qualifications:

  • 4-6 years of experience as a technician supporting over 300 users with the following:

  • installation, configuration, & support of PC, Mac, telephony, mobile, & voice/video hardware/software

  • hands-on support for all operational aspects of voice, video & unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc.

  • supporting & troubleshooting Windows 10, MS Office365 suite, OSX (current release & prior release), IOS, Android

  • Networking connectivity knowledge & troubleshooting

  • Installation, configuration, & support of local & LAN printers

  • Proven track record in delivering customer service excellence

  • Excellent interpersonal skills:

  • Active listening to end user needs, issues, complaints

  • Ability to communicate effectively with wide variety of users, & technical teams

  • Ability to support, & explain technical concepts to users at various levels of technical proficiency

  • Effectively manage difficult or volatile situations

  • Effective collaboration with peers & other groups

  • Empathetic & patient

  • Effective problem solving:

  • Ability to effectively perform issue isolation & resolution in order to minimize downtime

  • Ability to assess, analyze & research technical situations & provide viable alternatives

  • Able to read & understand technical manuals, procedures, & OEM guides

  • Ability to schedule & prioritize

  • Ability to learn new technologies & procedures quickly

Additional Information

Work Hours:

This position requires the incumbent to be available during core business hours.

Mental/Physical Requirements:

This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, reach with hands & arms, & bend or lift up to 25 pounds.

All your information will be kept confidential according to EEO guidelines.

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