Technical Support Analyst

4 weken geleden

Rotterdam, Nederland Visa Voltijd
Job Description

Job Description and Responsibilities

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 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 utilized 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.    

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 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 SLA’s are met  

  • 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  

This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.


Qualifications

Basic Qualifications:
2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

Preferred Qualifications:
3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work 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/Monterey, 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 
Ability to support, and explain technical concepts to users at various levels of technical proficiency 
Effectively manage difficult or volatile situations 
Effective collaboration with peers and other groups 
Empathetic and patient  
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 



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.

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