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Visa // credit cards
   Posted: Wednesday, December 04, 2019
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Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You'rean Individual.We'rethe team for you.Together, let's transform the way the world pays.

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, Voice, Video & AV technologies support analyst position is responsible for ensuring our end users receive the best AV, Voice & Video experience possible. The successful candidate will work with a dynamic & evolving global team that is driving the charge to ensure that Visa is not only the best way to pay but also the best place to work with state of the art end user systems & solutions.
Reporting to the Director of Voice, Video & AV Operations, this role based in our Robinson Road, Singapore office provides operational support to our video streaming, video conferencing, voice & AV platforms. The successful candidate will work with our existing Video Streaming technology (Qumu), Cisco based telephony network, our Cisco Telepresence Video solution & our emerging Unified Communication solutions for integrated voice, video & instant messaging (Skype for Business). Given the desire to hire fungible resources who can provide more than base level operational support for VOIP & other voice\video solutions, the candidate will need to have exposure to various other technologies, including PC's, AV equipment, networking. The candidate will collaborate with engineering & development teams to ensure that the end user experience is exceptional. Eliminating repeat incidents & avoidable issues, while ensuring 100% uptime. Although this is a frontline support position, the desire is to evolve these resources to be able to provide engineering input, strategic guidance, etc.

  • Associate degree in CS/IT or equivalent experience.
  • Provide day-to-day operational global support for trouble reports; adds/moves/change for VoIP, video conferencing & audio visual equipment
  • Provide first & second level support through online ticket system; escalate issues for resolution as appropriate
  • Perform all operational aspects of voice, video & UC support including, but not limited to, assigning phones, assisting with meeting scheduling, etc.
  • 3-5 years in a technical customer-facing role
  • 3-5 years hands-on experience providing white-glove support for high-profile multipoint video meetings using meeting management tools from Cisco, Polycom, Bluejeans, & other video technologies.
  • Extensive troubleshooting & problem solving skills with a strong sense of customer commitment
  • Demonstrated ability to prioritize & manage multiple tasks
  • Demonstrated ability to make methodical, logical decisions in high-pressure environments
  • Experience with Content Management tools, video CMS experience is a plus
  • Ability to perform end-to-end troubleshooting for AV, voice, video & UC systems.
  • Basic understanding of how content distribution networks work & why they're necessary
  • Post-production experience with Adobe Premier and/or similar video editing software.
  • Work around the following operation principals: Agility, Automation, Analytic, Resiliency, Monitoring

Other Qualifications

  • Provide Day to day operational global support for trouble reports; adds/moves/change for voice & video conferencing.
  • Provide 1st, 2nd & 3rd level support through online ticket system; escalate issues for resolution as appropriate.
  • Perform all operational aspects of voice, video & UC support including, but not limited to, assigning phones, assisting with meeting scheduling, etc.
  • A/V live production experience including or similar to:
    • Live switching/routing of audio, video or content for a produced event
    • Perl, Crestron, BiAmp
    • Able to identify issues with audio induction loops
    • Understand video resolutions formats & aspect ratios
  • Communicate & liaise with all other Company departments; notify appropriate parties immediately of any issues which may affect efficient operations including, but not limited to, outages, service disruptions, & repeated customer complaints.
  • As needed, assist with resolving workstation support related issues impacting VOIP\UC & video services
  • Minimum 3-5 years' work experience with mid-size VOIP systems (Cisco) enterprise, in room Video & Telepresence enterprise, Skype for Business, with focus in the areas listed below:
  • Tier 2-3 on Cisco Call Manager & Unity with experience in configurations & performing MAC
  • Skype for Business/Microsoft Teams
  • Familiarity on LAN/WAN topologies, protocols, cabling & troubleshooting
  • Familiar with QoS standards & policies
  • Basic knowledge of Microsoft Visio for system diagrams
  • Familiarity with WebEx
  • The ability to communicate effectively while working with internal & external customers
  • Ability to Multi-task
  • The ability to work with minimum supervision & be self-motivated is required
  • The ability to work in a team environment
  • Interface with customers to gather appropriate details for communications designs
  • Participate in on-call rotation, some evening & weekends
  • Assist internal customers in a professional & service driven manner
  • Assist other members of team to complete assignments to meet goals & objectives
  • Perform related duties, as needed
  • Proven troubleshooting capabilities & thought processes
  • Good oral & written communication skills, good investigative & customer service skills
  • Flexible with processes & the opportunity to create new processes
  • Friendly attitude & excellent interpersonal skills
  • Superior work ethic
  • Willingness to learn new tools/technologies
  • College degree in relevant field preferred, but not required.
  • CCNA Collaboration experience, is a plus
  • Strong Voice\Video\Telecommunication skills are mandatory, with exposure\experience with PC\Workstation & Mobile device technology experience as a secondary skill set

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

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

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