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 Lead 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 issues the executive resources experience.

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.

Responsibilities

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

• SME in one or more technologies (Windows, Mac, Mobile, Skype for Business, Networking, O365, Acano, Telepresence, 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.

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

• Prioritize incidents and complaints to assure all SLOs 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, Remedy.

• 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\loaner 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, 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 (e.g. Conferences, Olympics, etc).

Knowledge Required

• Installation, configuration, and support of PC,Mac, telephony, mobile, and voice/video hardware/software.

• Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX El Capitan/Sierra, IOS, Android, Skype, InTune, Office365

• Experience managing and supporting Video conference technologies (e.g. Telepresence, Acano, Qumu, etc).

• Networking connectivity knowledge and troubleshooting.

• Installation, configuration, and support of local and LAN printers.
  
  

Experience & Education Required

• 8+ years’ experience as technician\lead supporting Executive level users.

• SME level knowledge of multiple technologies
  
  

Skills Required

• Provide excellent customer service.

• Ability to support, and explain technical concepts to users at various levels of technical proficiency.

• Effectively manages difficult or volatile situations.

• Effective problem solving.

• Ability to effectively perform issue isolation and resolution in order to minimize downtime.

• Ability to schedule and prioritize.

• Able to read and understand technical manuals, procedures, and OEM guides.

• Excellent interpersonal skills.

• Ability to assess, analyze and research technical situations and provide viable alternatives.

• Ability to learn new technologies and procedures quickly.

• Ability to communicate effectively with wide variety of users, and technical teams.

• Technical writing.

• Works independently with guidance in only the most complex situations

• Possess depth and breadth of in technologies required to support end user systems

• Advanced knowledge and mastery of cores skills and competencies used to complete practical assignments of a difficult nature.
  
  

Other Required Characteristics

• Self-motivated.

• Results-oriented.

• People-oriented.

• Team Player.

• Strong interpersonal abilities – must project credibility and integrity.

• Goal seeker.

• Inquisitive.

• Creative.

• Detail oriented.

• A great listener.

• Flexible with hours.

• Low Ego

• Obsessed with Customer Experience

• Self-Critical

• High Judgement

• Mentor

• Simplifier

• Trusted

• Action and Results orientated

All your information will be kept confidential according to EEO guidelines.