Technical Support Associate

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

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 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 Onsite Technical 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.   

Essential Functions

• Consistently provide an exceptional, pleasant and courteous service to all End Users 
• Provide 2nd level support for escalated workstation and mobile related issues and requests 
• Provide 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 properly 
• Effectively question end users to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues 
• Interact with end users in person, via telephone, e-mail, IM/chat, and social tools, to provide technical support 
• Prioritize incidents and complaints to ensure all SLOs are meet 
• Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now 
• Consult sr. technicians and utilize all technical resources to solve customer problems 
• 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 and in writing with management to express ideas in order to make informed decisions 
• Installation of workstation, telephony, and mobile hardware/software as required 
• Provision and prepare workstations using standard images 
• Setup and install new workstations, loaners and other workstation related equipment 
• Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed 
• Consult sr. technicians in creating knowledge articles to share with other agents/technicians on issues/problems and resolution 
• Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities 
• Other duties and special projects as assigned 

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

• Bachelor's degree, OR 3+ years of relevant work experience
• Strong experience in providing exceptional customer service
• Minimum of 6 months of relevant work experience or a bachelor’s degree
• Supporting and troubleshooting Windows 11, MS Office 365 suite, OSX (current release and prior release), IOS, Android
• Intermediate level Networking connectivity knowledge and troubleshooting
• Intermediate level experience in Installation, configuration, and support of local and LAN printers
• 2-4 years of experience as a technician supporting over 300 users with the following: installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software ohands-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 excellence
• Excellent interpersonal skills:
• Ability to communicate effectively with wide variety of users, and technical teams
• Ability to support, and explain technical concepts to users at various levels of technical proficiency
• Effectively manage difficult or volatile situations
• Effective problem solving
• Able to read and understand technical manuals, procedures, and OEM guides
• Ability to schedule and prioritize 
• Ability to learn new technologies and procedures quickly

Additional Information

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.