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Associate Technical Support Analyst

Visa, Palo Alto CA, US

Everywhere you want to be

Duration: Full-Time


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 End User Systems 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.   

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.


Basic Qualifications:

  • Minimum of 6 months of work experience or a Bachelor's Degree

Preferred Qualifications:

  • 2-4 years of 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. 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 
  • Strong experience in providing exception customer service 
  • Minimum of 6 months of relevant work experience or a Bachelor’s 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 

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

Want to learn more about Visa? Visit Visa's website.