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…
Provide all levels of IT End User support for executive level resources.
SME in one or more technologies (Windows, Mac, Mobile, Teams, Networking, O365, Security Tools, Nexthink, BigFix, Video Conferencing, 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.
Daily management of video content management system.
Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
Prioritize incidents and complaints to assure all SLAs 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.
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 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, client engineering 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 including client visits, all hands, offsite conferences, sponsorship activities, etc.
This is an on-site position. An on-site position must be consistently performed at an assigned Visa office location and require daily commute to the office location.