Associate Technical Support Analyst, Onsite Technical Support

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.

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 we’re responsible for. The successful candidate will work with a dynamic and 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 and solutions.

Essential Functions:

• Provide 2nd level support for workstation, voice, video and mobile related infrastructure
• Prioritize and triage end user requests, incidents and complaints
• Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.
• Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
• Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues and escalate hardware repairs to third party providers as needed.
• Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow or equivalent solution.
• Install workstation, telephony, and voice, video and mobile hardware/software as required.
• Provisions and prepares workstations using standard images.
• Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.
• Coordinate and execute workstation relocation requests
• Providing support for high-profile multipoint video meetings using meeting management tools from Cisco, Polycom, Bluejeans, and other video technologies.
• Supporting Audio and Video Equipment including cabling, TVs, projectors and lighting.

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:

• Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

• 2 or more years of work experience
• Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software.
• Support and troubleshooting of Windows 10, MS Office 2016 suite, OSX Sierra/High Sierra, IOS, Android.
• Networking connectivity knowledge and troubleshooting.
• Installation, configuration, and support of local and LAN printers.
• The candidate will be self-motivated and result-oriented in order to provide excellent customer service.
• Able to support, and explain technical concepts to users at various levels of technical proficiency.
• Able to assess, analyze and research technical situations, provide viable alternatives, and effectively perform issue isolation and resolution in order to minimize downtime.
• Able to follow and learn protocol and established processes.
• Able to communicate effectively with wide variety of users, and technical teams.
• Ability to speak foreign languages is a plus.
• Good interpersonal, collaboration, and communication skills are beneficial to the position.
• Good organization and attention to detail is required.
• Must be able to support a flexible schedule.
• Understand video resolutions formats and aspect ratios.
• Demonstrated ability to prioritize and manage multiple tasks.
• Ability to perform end-to-end troubleshooting and testing for AV, voice, video and UC systems.
• Basic understanding of how content distribution networks work and why they’re necessary.
• Experience with Adobe Premier and/or similar video editing software. Please provide examples, if possible.
• Basic familiarity on LAN/WAN topologies, protocols, cabling and QoS standards/policies.
• Basic knowledge of Microsoft Visio for system diagrams
• Familiarity with WebEx.
• Demonstrated ability to make methodical, logical decisions in high-pressure environments.

Additional Information

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

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.

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.

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

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