Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.



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 End User Systems Support team, the Sr. 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 Sr. 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

Be of a source of knowledge for less experienced technical analysts on the team

Provide the day-to-day operational support for incidents, adds/moves/change for voice and video conferencing, and AV equipment and 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 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

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

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

Lead in creating knowledge articles and training to share with other agents/technicians on issues/problems and resolution

Coach and train new team members

Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing incidents

Other duties and special projects as assigned

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.

Qualifications

Basic Qualifications

• Strong experience in providing exceptional customer service
• 4 years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree or 0 years of work experience with a PhD degree
• Advanced level Networking connectivity knowledge and troubleshooting
• Advanced level experience in Installation, configuration, and support of local and LAN printers

Preferred Qualifications

• Proven track record in delivering customer service excellence.
• 8-10 years of experience as a technician supporting over 300 users with the following:

o installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
o hands-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.
o supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), IOS, Android

• Excellent interpersonal skills:

o Ability to communicate effectively with wide variety of users, and technical teams
o Ability to support, and explain technical concepts to users at various levels of technical proficiency
o Effectively manage difficult or volatile situations

• Effective problem solving:

o Ability to effectively perform issue isolation and resolution in order to minimize downtime
o Ability to assess, analyze and research technical situations and provide viable alternatives

• Able to read and understand technical manuals, procedures, and OEM guides
• Ability to train, coach and mentor other team members
• Documentation and technical writing skills
• Ability to schedule and prioritize
• Ability to learn new technologies and procedures quickly

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

Exemption Status:

Non-Exempt: This position requires the incumbent to be available during core business hours

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in the country where this job is located are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.