Workstation Support Associate

Visa • Foster City, CA

386d • $73,700 - $104,100

About The Position

The Workstation Support Associate at Visa is responsible for providing technical support for systems, services, and tools utilized by Visa's staff. This role focuses on delivering exceptional customer service while managing hardware and software support for workstations, mobile devices, and conferencing equipment. The associate will work within a dynamic global team to enhance the efficiency and effectiveness of end-user support, ensuring a seamless operational experience for all employees.

Requirements

• Bachelor's degree or 3+ years of relevant work experience.
• Strong experience in providing exceptional customer service.
• Experience supporting and troubleshooting Windows 10, MS Office 365 suite, OSX, IOS, and Android.
• Intermediate level networking connectivity knowledge and troubleshooting.
• Intermediate level experience in installation, configuration, and support of local and LAN printers.

Nice To Haves

• 2-4 years of experience as a technician supporting over 300 users.
• Hands-on support for all operational aspects of voice, video, and unified communications support.
• Proven track record in delivering customer service excellence.
• Excellent interpersonal skills to communicate effectively with a variety of users and technical teams.
• Ability to manage difficult or volatile situations.

Responsibilities

• Provide 2nd level support for escalated workstation and mobile related issues and requests.
• Perform daily sweeps to ensure all conferencing equipment is functioning properly.
• Effectively question end users to collect information and understand the issues they are experiencing.
• Interact with end users in person, via telephone, e-mail, IM/chat, and social tools to provide technical support.
• Prioritize incidents and complaints to ensure all service level objectives are met.
• Maintain incident records and resolution details utilizing ITSM Ticketing tool, Service Now.
• Consult senior technicians and utilize all technical resources to solve customer problems.
• Escalate hardware repairs to third party providers as needed.
• Install workstation, telephony, and mobile hardware/software as required.
• Provision and prepare workstations using standard images.
• Maintain 100% accuracy/control in the asset database of deployed assets.
• Create knowledge articles to share with other agents/technicians on issues/problems and resolution.

Benefits

• Wellness program
• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Paid time off
• Vision insurance
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree