Station de ski Offres d'emploi - Aubervilliers (93)

Job Description

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.

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

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

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.