Technical Support Analyst

  • Full-time
  • Job Family Group: Technology and Operations

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

What’s it all about?

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organisation 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 utilised 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 Microsoft 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.    

 

What we expect of you, day to day.

  • 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 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 utilizing ITSM Ticketing tool, Service Now  
  • Troubleshoot incidents and document resolution notes with root cause analysis  
  • Utilize all technical resources to solve end user incidents  
  • 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  
  • 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  

Qualifications

What we’re after…

  • Experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) or equivalent working experience 

Preferred Qualifications:

  • Substantial experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
  • Strong experience in providing exceptional customer service  
  • Intermediate level Networking connectivity knowledge and troubleshooting  
  • Intermediate level experience in Installation, configuration, and support of local and LAN printers    
  • Proven track record in delivering customer service excellence 
  • 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, OSX Big Sur, iOS, Android, MS Office 365 suite and MS Teams
  • Excellent interpersonal skills:  
  • Active listening to end user needs, issues, complaints  
  • Ability to communicate effectively with wide variety of users, and technical teams  
  • Able to communicate at business level in English and Italian
  • 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 prioritize   
  • Ability to learn new technologies and procedures quickly  

Additional Information

Please apply with an Emglisg CV

 

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

 

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.

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