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 are responsible for. As a member or the End User Systems Support team, the Work Station Support Associate 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 Work Station Support Associate 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 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 SLOs are meet
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, including Hardware Installation
Provision and prepare workstations using standard images
Setup and install new workstations, loaners and other workstation related equipment.
Hardware Installation (Data Center Hardware) – Rack/Stack/Cabling, Powering up, Nlyte, Airflow Management
Hardware Decommissioning (Data Center Hardware)following defined guidelines.
End User Computer Hardware Decommissioning following defined guidelines.
Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed. This includes End User Computer Hardware and Data Center Hardware.
Communicate and provide knowledge transfer to other 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
Basic Qualifications
Strong experience in providing exceptional customer service
2 years of relevant work experience with a Bachelor’s Degree or an Advanced Degree
Intermediate level Networking connectivity knowledge and troubleshooting
Intermediate level experience in Installation, configuration, and support of local and LAN printers
Preferred Qualifications
Proven track record in delivering customer service excellence
4-6 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.
supporting and troubleshooting Windows 10, MS Office 365 suite, OSX (current release and prior release), iOS, Android
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
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