Technical Analyst - Voice and Video - Level 4

  • London, UK
  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You'll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let's transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team we're proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it's taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone.

So, if you're not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Job Description

If you think you could support Visa as a Technical Analyst - Voice and Video, we want to hear from you – together, let’s make Visa a great place to work.

What’s it all about?

Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fuelled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

What we expect of you, day to day.

  • Provide 2nd level support on escalated workstation, telephony, mobile related incidents and requests.

  • Effectively question users to collect information and understand the issues they are experiencing, performing diagnostic procedures to isolate and resolve the issues.

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

  • Effectively manage the user expectations, prioritize incidents and complaints to assure all Service Level Objectives (SLO’s) are meet.

  • Utilize all technical resources to solve customer problems.

  • Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.

  • Escalate hardware repairs to third party providers, as needed, for internal customers.

  • Maintains call records/logs and resolution detail utilizing case management solution, Ask Now (Service Now).

  • Able to 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.

  • Provision and prepare workstations using standard images.

  • Setup and install new workstations, loaners and other workstation related equipment.

  • 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.

  • Acts as a resource for other colleagues with less experience.  May direct the activities of other staff members.

  • Identifies and resolves work flow issues and refers unusual problems to appropriate specialist of manager for resolution

  • Provides direction to employees according to established policies and procedures.

  • Provides feedback/input on resource requirements and allocation

  • Decisions are guided by policies, procedures and business plan.

  • Support external client devices to connect to Visa collaboration hardware on a “best endeavours” basis.

Qualifications

What we’re after…

Knowledge Required:

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

  • Support and troubleshooting of Windows 7/10, MS Office 2013/2016 suite, OSX El Capitan, Chrome OS, IOS and Android.

  • Networking connectivity knowledge and troubleshooting.

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

  • Experience supporting Video Conferencing, Digital Signage, Collaboration tools, Cloud Bridges and New technologies like Chromecast, Miracast, Apple Airplay, Wi-Fi direct etc.

  • Knowledge of Cisco Call Manager and create routes for connection to Skype.

Experience & Education Required:

  • Experience as a technician supporting over 300 users

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

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 hour

 

Think you have what it takes?

If you are interested in a career that will challenge and inspire you – we’d love to hear from you!

Additional Information

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.

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