Work station support Associate

Technical Support Associate Workstation Support (End User Services)

• Paris France
• Fulltime

Company Description

As the worlds leader in digital payments technology Visas 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 65000 transaction messages a second. The companys 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 risktakers 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.

Youre an Individual. Were the team for you. Together lets transform the way the world pays.

Job Description and Responsibilities

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 Workstation Technical Support Associate will be responsible for providing support for the systems services and tools utilized by Visa Incs staff. The successful candidate will be a technically versed resource with a proactive support mindset and excellent customer service skills. 

The Technical Support Associate provides onsite hardware and software support to our workstations (both physical and virtual) mobile wireless devices voice & video equipment end user solutions like Microsoft 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 daytoday proactive and reactive operational support for all incidents and service requests escalating to next level group when appropriate. 

Perform daily proactive sweeps following defined procedures to ensure all on site 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 email IM/chat and social tools to provide technical support 

Prioritise incidents and complaints to assure all SLAs (Service Level Agreements) are met 

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 

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 

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 

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 23 set days a week (determined by leadership/site) with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications :

Preferred Qualifications
Associate: 2 or more years of work experience
Strong experience in providing exceptional customer service 

Intermediate level Networking connectivity knowledge and troubleshooting 

Intermediate level experience in Installation configuration and support of local and LAN printers  

Proven track record in delivering customer service excellence 

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 

Handson 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 OSX Big Sur/Monterey iOS Android MS Office 365 suite and MS Teams

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 

Additional Information :

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.

Remote Work :

No

Employment Type :

Fulltime