Visa is a world leader in payments and technology, processing over 259 billion transactions each year across more than 200 countries and territories. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive. Join us and make an impact with a purpose-driven industry leader.
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Visa Corporate IT (CIT) is undergoing a major transformation, transitioning into a customer-centric engineering organization focused on end-user support. As part of this strategy, we are consolidating our operational functions into a dedicated area aimed at providing world-class operational support to our users.
As a Workstation Support Analyst, you will be a key member of the End User Systems Support team, responsible for providing technical support for systems and tools utilized by Visa Inc. staff. The successful candidate will possess a solid technical background and excellent customer service skills.
Key Responsibilities:
- Provide exceptional service to all End Users.
- Offer 2nd level support for escalated workstation and mobile-related issues.
- Manage day-to-day operational support for incidents related to voice and video conferencing equipment.
- Perform routine checks to ensure all conferencing equipment is functioning properly.
- Collect information from end users to diagnose and resolve technical issues.
- Prioritize incidents to meet service level objectives (SLOs).
- Maintain incident records and resolution details using ITSM tools.
- Assist in the installation and configuration of workstation and telephony hardware/software.
- Maintain asset database with accurate records of deployed assets.
- Collaborate with other support groups to resolve incidents.
Qualifications:
- 2+ years of relevant work experience and a Bachelor’s degree, or 5+ years of relevant experience.
- Preferred: 3+ years of experience with a Bachelor’s Degree or 2+ years with an Advanced Degree (e.g., Masters, MBA).
- Strong customer service experience with the ability to effectively communicate technical concepts to a diverse range of users.
- Intermediate networking knowledge and troubleshooting skills.
- Experience supporting over 300 users with PC, Mac, telephony, and mobile hardware/software.
- Familiarity with Windows 10, MS Office 365, OSX, iOS, and Android.
Language Requirements:
Strong communication skills in English are preferred.
Additional Information:
Visa is an Equal Employment Opportunity 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.
