If you think you could support Visa as a Technical Support Analyst - End User Support, we want to hear from you together, let’s make Visa a great place to work.
What’s it all about?
End User Services (EUS) group in Corporate IT is responsible for providing end user support to Visa staff. These include workstations, mobile wireless devices, voice & video equipment, help desk services, and various other end user server solutions like Exchange, VDI and Endpoint security tools.
The position of Technical Support Analyst will join the team to support end-users and work closely with various technology and business groups at our facilities in Europe.
This role will be primarily responsible for deployment and support services for workstations, wireless devices, and voice & video equipment.
What we expect of you, day to day.
Provide 2nd level support on escalated workstation, telephony, and mobile related issues and requests.
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.
Prioritize incidents and complaints to assure all SLOs are meet.
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.
Maintains call records / logs and resolution detail utilizing case management solution, Remedy.
Able to 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.
Provisions and prepares 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.
Coordinate and execute workstation relocation requests
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities.
What we’re after
Demonstrable experience as technician supporting over 300 users.
Degree is highly desirable.
Experience providing support to software development environment preferred but not required
Ability to explain technical concepts to non-technical users
Ability to support users at various levels of technical competency
Effectively manages difficult or volatile customer situations
Problem Solving skills
Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime.
Ability to schedule and prioritise
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Excellent interpersonal skills
Technical writing / documentation skills
Ability to assess, analyse and research technical situations and provide viable alternatives
Ability to learn new technologies and procedures quickly
Ability to communicate effectively with wide variety of users and other technical teams
Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video hardware / software.
Support and troubleshooting of Windows 10, Windows 7, OSX El Capitan / Sierra, iOS, Android, MS Office 2016 suite and Skype for Business
Networking connectivity knowledge and troubleshooting.
Installation, configuration, and support of local and LAN printers.
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.