Technical Support Analyst – Workstation Support Analyst

About the role

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

What you'll do

• 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 when appropriate
• Perform daily sweeps following defined procedures to ensure all conferencing equipment is functioning properly, understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
• Effectively interact with end users to collect information
• Interact with end users in person, via telephone, e-mail, IM/chat to provide technical support
• Prioritize incidents and complaints to ensure all SLA's are met
• Maintain incident records and resolution detail utilizing ITSM Ticketing tool, Service Now
• Consult Sr. Technicians and 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
• 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

Requirements

• Strong experience in providing exceptional customer service
• Minimum of 6 months of relevant work experience or a bachelor's degree
• Supporting and troubleshooting Windows 11, M365 suite, OSX (current and prior release), iOS and Android
• Intermediate level Networking connectivity knowledge and troubleshooting
• Intermediate level experience in Installation, configuration, and support of local and LAN printers
• AV Triage and supporting live events

Preferred qualifications

• 2-4 years of experience as a technician supporting over 100 users
• Installation, configuration, and support of PC, Mac, mobile, and voice/video hardware/software
• Hands-on support for all operational aspects of voice, video and unified communications support including assigning phones, assisting with meeting scheduling, etc.
• Proven track record in delivering customer service excellence
• 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
• Ability to effectively perform issue isolation and resolution 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
• Familiar with PowerBI and PowerAutomate
• Ability to schedule and prioritize
• Ability to learn new technologies and procedures quickly

Benefits

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