Work Station Analyst

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 redefining 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 are responsible for. As a member or the End User Systems Support
team, the Workstation Technical Support Analyst will be responsible for
providing support for the systems, services and tools used by Visa Inc's
staff. The successful candidate will be a technically versed resource with
excellent customer service skills.
The 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 multifaceted and evolving
distributed team charged with continuously improving the efficiency and
effectiveness of support for our end user environment.

Essential Functions
* Consistently provide an exceptional, cheerful, and courteous service to all end users.
* Provide 2nd level support for advanced 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 raising 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 assure all SLOs are meet.
* Maintain incident records and resolution detail using ITSM Ticketing tool, Service Now.
* Solve incidents and document resolution notes with root cause analysis.
* Apply all technical resources to solve end user incidents.
* Raise or work in tangent with appropriate support specialists or support groups on unresolved issues.
* Bring up 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.
* Communicate and provide knowledge transfer to 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 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

‎2+ years of relevant work experience and a bachelor's degree, OR ‎5+ years of
relevant work experience.

Preferred Qualifications

‎3 or more years of work experience with a bachelor's degree or more than ‎2
years of work experience with an advanced degree (e.g., Masters, MBA, JD, MD).
Intermediate level networking connectivity knowledge and troubleshooting.
Intermediate level experience in Installation, configuration, and support of
local and LAN printers.
Strong experience in providing exceptional customer service.
Proven track record in delivering customer service excellence.
‎4-‎6 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.
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.
Supporting and troubleshooting Windows ‎10, MS Office ‎365 suite, OSX (current
release and prior release), iOS, Android.
Excellent interpersonal skills:
Active listening to end user needs, issues, complaints.
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 collaboration with peers and other groups.
Empathetic and patient
Effective problem solving:
Ability to effectively perform issue isolation and resolution in order to
minimize downtime.
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 schedule and re-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.