Work station support Associate

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Technical Support Associate - Workstation Support (End User Services)

• Paris, France
• 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 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 Inc’s 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 day-to-day 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, e-mail, IM/chat, and social tools, to provide technical support  

Prioritise incidents and complaints to assure all SLA’s (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 2-3 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.

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  

Hands-on 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  

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.