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Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

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 we're responsible for. As a member or the End User Systems Support team, the Senior Executive Support Analyst will be responsible for providing support for the systems, services and tools leveraged by Visa Inc’s Executive and Operating Committee members. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to effectively maintain and manage all issues our executive team experiences.

The successful candidate will be more than simply a support technician. We’re looking for people who embrace technology and have a passion for growing and learning. We want the support team to be recognized as industry leaders in excellent customer service, meanwhile being excellent technologists who can effectively resolve and communicate with various levels of resources within a dynamic organization. Our intent is to find SME’s who have the capacity to evolve, learn and grow as our technologies grow. Complacency isn’t a virtue we’re looking for…

Job Description

• Provide all levels of IT End User support for executive level resources.

• SME in one or more technologies (Windows, Mac, Mobile, Teams, Networking, O365, Security Tools, Nexthink, BigFix, Video Conferencing, etc.)

• Effectively interfaces with executive level staff, and/or their administrative teams to understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.

• Daily management of video content management system.

• Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.

• Prioritize incidents and complaints to assure all SLAs are meet.

• Utilize all technical resources to solve customer problems

• Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing 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.

• Maintains call records/logs and resolution detail utilizing case management solution.

• Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.

• Installation of workstation, telephony, video and mobile hardware/software as required.

• Provisions and prepares workstations using standard images.

• Setup and install new workstations/mobile devices as needed

• 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, client engineering in assisting in the resolution of incidents or maintenance activities.

• Interprets business issues and recommends best practices

• Responsible for activities of functional area without direct reports, but may be called on to direct the team/project as needed

• Solves complex problems taking a broad perspective to identify innovative solutions

• Provides support for executive events including client visits, all hands, offsite conferences, sponsorship activities, etc.

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:

• experience as technician/lead supporting Executive level users.

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.