About this role
Visa Corporate IT (CTS) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and 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 under our responsibility. As a member or the End User Systems Support team, the Associate Workstation Technical Support Analyst will be responsible for providing support for the systems, services and tools utilized by Visa Inc.’s staff. The successful candidate will be a technically versed resource with excellent customer service skills.
The Associate Technical Support Analyst provides hardware and software support to our workstations (both physical and virtual), mobile wireless devices, voice & video equipment, end user solutions like Office 365, and Endpoint security tools. The successful candidate will work with a dynamic and evolving global team charged with continuously improving the efficiency and effectiveness of support for our end user environment.
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 and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.
Strong experience in providing exceptional customer serviceMinimum of 6 months of relevant work experience or a bachelor’s degreeSupporting and troubleshooting Windows 11, M365 suite, macOS (current and prior release), iOS and AndroidIntermediate level Networking connectivity knowledge and troubleshootingIntermediate level experience in Installation, configuration, and support of local and LAN printersAV Triage and supporting live eventsPreferred Qualifications
2-4 years of experience as a technician supporting over 300 users with the following:Installation, configuration, and support of PC, Mac, mobile, and voice/video hardware/softwareHands-on support for all operational aspects of voice, video and unified communications support including, but not limited to, assigning phones, assisting with meeting scheduling, etc. Proven track record in delivering customer service excellenceExcellent interpersonal skills:Ability to communicate effectively with wide variety of users, and technical teamsAbility to support, and explain technical concepts to users at various levels of technical proficiencyEffectively manage difficult or volatile situationsEffective problem solving:Ability to effectively perform issue isolation and resolution to minimize downtimeAbility to assess, analyze and research technical situations and provide viable alternativesAble to read and understand technical manuals, procedures, and OEM guidesAbility to schedule and prioritizeAbility to learn new technologies and procedures quicklyEssential Functions
Consistently provide an exceptional, pleasant and courteous service to all End UsersProvide 2nd level support for escalated workstation and mobile related issues and requestsProvide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and escalating when appropriate.Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properlyEffectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issuesInteract with end users in person, via telephone, e-mail, IM/chat to provide technical supportPrioritize incidents and complaints to ensure all SLA's are meetMaintain incident records and resolution detail utilizing ITSM Ticketing tool, Service NowConsult Sr. Technicians and utilize all technical resources to solve customer problemsEscalate or work in tangent with appropriate support specialists or support groups on unresolved issuesEscalate hardware repairs to third party providers as neededEffectively communicate both verbally and in writing with management to express ideas in order to make informed decisionsInstallation of workstation, telephony, and mobile hardware/software as requiredProvision and prepare workstations using standard imagesSetup and install new workstations, loaners and other workstation related equipmentMaintain 100% accuracy/control in the asset database of deployed assets, recording/updating as neededConsult Sr. Technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolutionWork with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activitiesOther duties and special projects as assignedOther Required Characteristics
Results-oriented/self-motivatedPeople-oriented/Team PlayerProactive MindsetStrong interpersonal abilities – must project credibility and integrityFlexible with hoursGoal seekerAbility to multitaskInquisitiveCreativeDetail oriented
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.