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Visa // credit cards
   Posted: Wednesday, September 04, 2019
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  Company 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're responsible for. As a member or the End User Systems Support team, theSenior Executive Support Analyst will be responsible for providing support for the systems, services & tools leveraged by Visa Inc's Executive & Operating Committee members. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to effectively maintain & manage allissuesour executive teamexperiences.

The successful candidate will be more than simply a support technician. We're looking for people who embrace technology & have a passion for growing & learning. We want the support team to be recognized as industry leaders in excellent customer service, meanwhile being excellent technologists who can effectively resolve & communicate with various levels of resources within a dynamic organization. Our intent is to find SME's who have the capacity to evolve, learn & grow as our technologies grow. Complacency isn't a virtue we're looking for

Job Description

Essential Functions:

  • Provide all levels of IT End User support for executive level resources.

  • SME in one or more technologies (Windows, Mac, Mobile, Skype for Business, Networking, O365, Acano, Telepresence, Cisco Video Conferencing, etc.)

  • Effectively interfaces with executive level staff, and\or their administrative teams to understand the issues they are experiencing, & perform diagnostic procedures to isolate & resolve the issues.

  • Daily management of video content management system.

  • Interact with customers via telephone, e-mail, IM/chat, & social tools, to provide technical support.

  • Prioritize incidents & complaints to assure all SLOs are meet.

  • Utilize all technical resources to solve customer problems

  • Participates in service improvement meetings & works closely with engineering & other support groups on improving services & reducing 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.

  • Maintains call records/logs & resolution detail utilizing case management solution.

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

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

  • Provisions & prepares workstations using standard images.

  • Setup & install new\loaner workstations\mobile devices as needed

  • 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.

  • Coordinate & execute workstation relocation requests

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

  • Interprets business issues & recommends best practices

  • Responsible for activities of functional area without direct reports, but may be called on to direct the team\project as needed

  • Solves complex problems taking a broad perspective to identify innovative solutions

  • Provides support for executive events including client visits, all hands, offsite conferences, sponsorshipactivities,etc.


Basic Qualifications

  • Minimum of Bachelor's degree or equivalent

  • 8+ years' experience as technician\lead supporting Executive level users.

Preferred Qualifications

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

  • Support & troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite & Outlook, OSX El Capitan/Sierra, IOS, Android, Skype, InTune, Office365

  • Experience managing & supporting Video conference technologies (e.g. Telepresence, Acano, Qumu, etc).

  • Experience with video content management systems.

  • Networking connectivity knowledge & troubleshooting.

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

  • 1-2 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.

  • Provide excellent customer service & levels of end user support to executive level resources.

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

  • Effectively manages difficult or volatile situations.

  • Effective problem solving.

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

  • Ability to schedule & prioritize.

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

  • Excellent interpersonal skills.

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

  • Ability to learn new technologies & procedures quickly.

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

  • Technical writing.

  • Works independently with guidance in only the most complex situations

  • Possess depth & breadth of in technologies required to support end user systems

Additional Information

Essential Functions

As a member or the End User Systems Support team, the Associate Executive Support Analyst will be responsible for providing support for the systems, services & tools leveraged by Visa's executives. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to effectively maintain & manage issues the executive resources experience.

Work Hours

This position requires the incumbent to be available during core business hours & occasional after hours support needs.

Travel Requirements

This position requires the incumbent to travel for work less than 5% of the time.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

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