Vaga de Work Station Support Associate
1 vaga: | Publicada em 15/05
- A Combinar
Sobre a vaga
Company Description
Visa is a world leader in payments and technology, with over 259 billion payments
transactions flowing safely between consumers, merchants, financial institutions,
and government entities in 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 while driven by a common purpose to uplift everyone, everywhere by being
the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience
Life at Visa.
Job Description
Visa Corporate IT (CIT) group has embarked on a major transformation journey. We
are transforming 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 under our
responsibility. As a member or the Onsite Technical Support team, the Associate
Workstation Technical Support Analyst will be responsible for providing support
for the systems, services and tools utilized by Visa Inc.s staff. The successful
candidate will be a technically versed resource with excellent customer service
skills.
The Associate 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 dynamic and evolving global team charged
with continuously improving the efficiency and effectiveness of support for our
end user environment.
Essential Functions
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
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 ensure all SLOs are meet
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
Consult sr. technicians in creating knowledge articles to share with 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
Basic Qualifications
Bachelor's degree, OR 3+ years of relevant work experienceStrong experience in
providing exceptional customer service
Minimum of 6 months of relevant work experience or a Bachelors Degree
Supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current
release and prior release), IOS, Android
Intermediate level Networking connectivity knowledge and troubleshooting
Intermediate level experience in Installation, configuration, and support of local
and LAN printers
Preferred Qualifications
Associate:
2 or more years of work experience 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 Proven track record in delivering customer service
excellence
Excellent interpersonal skills:
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 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 prioritize
Ability to learn new technologies and procedures quickly
Physical Requirements
This position will be performed in an office setting. The position will require
the incumbent to sit and stand at a desk, communicate in person and by telephone,
frequently operate standard office equipment, such as telephones and computers,
reach with hands and arms, and bend or lift up to 25 pounds.
Visa will consider for employment qualified applicants with criminal histories in
a manner consistent with EEOC guidelines and applicable local law.
Exemption Status
Non-Exempt:
This position requires the incumbent to be available during core business hours
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.