Technical Support Analyst, Innovation Center

  • Miami, FL, USA
  • Full-time

Company Description

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, 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 dedication to innovation drives the rapid growth of connected commerce on any device, and fuels 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.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

 

Job Description

Overview: The Innovation Center Tech Support Analyst, is responsible for the day-to-day support of the technology within the Innovation Center. This includes but is not limited to support and maintenance of network routers and switches, firewalls, wireless network, AV/VC equipment, Video Wall, Mobile and Point of Sale devices, and other technology used at the Innovation Center. Incident resolution with root cause analysis and Operational process improvements, while providing an exceptional customer service experience to visitors of the Innovation Center which include clients, Visa executives, engineers, product managers, and other stakeholders. In addition, the candidate will manage and support the setup of hardware and applications required for demonstrations, engagements, and events, as well as tear down post events. The individual will draw on project management and IT service management skills to maximize collaboration and productivity with Innovation Center SMEs, as well leverage their expertise to provide technical recommendations as required to meet the business requirements of the Innovation Center.  The successful candidate must work with a high level of independence, demonstrate sense of urgency and a high level of ownership and accountability, have a can-do attitude, and a sense of curiosity that is reflected in growing his\her skills on a continual basis.

 

Responsibilities

 

  • Support the setup of hardware and applications required for demonstrations, engagements, and events, as well as tear down post events.

  • Evaluating business requirements and providing recommendations/solutions.

  • Troubleshooting of incidents and providing resolution with root cause analysis, maintenance of all supported hardware and applications, upgrades, and any other support required.

  • Documentation of SOPs and Runbooks of all technology supported.

  • Work closely with other departments and vendors that support engagement operations (Facilities, IT, Security, Outside vendors). 

  • Source and manage all external technical services to the Innovation Center as required.

  • Ensure the innovation center meets expectations with regard to appearance, cleanliness, organization, functionality and overall quality experience.

  • Perform daily sweeps to ensure all hardware following defined procedures.

  • Log all INCs in the Incident management solution, and timely resolve all INCs within established SLAs.

  • Perform preventative maintenance on all technology within the Innovation Center.

  • Provide an exceptional, pleasant, and courteous service to all visitors of the Innovation Center.

  • Other duties and special projects as assigned

Qualifications

Knowledge, Skills and Attributes

  • 4-6 years of experience supporting multi-OS platforms (Windows, OSX, Mobile), including hardware for these platforms.

  • 4-6 years of experience supporting with infrastructure components (LAN\WAN\Wi-Fi).

  • 4-6 years of experience supporting mobile devices running iOS and Android.

  • 4-6 years of experience supporting voice\video solutions.

  • Basic knowledge of new technologies like VR/AR

  • Strong experience in providing exceptional customer service.

  • Track record of on-time, on scope, high quality implementations.

  • Self-motivated with the ability to exercise independent judgment with minimal direction from supervisor, and able to work under pressure.

  • Ability to coordinate activities within cross-divisional and cross-functional teams.

  • Strong organizational skills with the ability to adapt quickly to changing priorities and assignments.

  • Excellent verbal, written, and presentation skills; demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.

  • Good understanding of process orientation, understanding of project management techniques, methodologies and best practices.

  • Candidate must be prepared to exhibit initiative and ownership of project success.

  • Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion.

  • Ability to support and interact with VIPs, Executives and Company leaders.

  • Experience with Microsoft Office Suite– Word, Excel, PowerPoint, Outlook.

  • Enthusiasm for learning and willingness to go above and beyond.

  • Be able to work a flexible schedule occasionally in order to support events that take place in the early morning or evening (advance notice is provided).

  • Ability to learn new technologies and procedures quickly.

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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