End User Services (EUS) group in Corporate IT is responsible for providing end user support to Visa staff. These include workstation (both physical and virtual), mobile wireless devices, voice & video equipment, workstation engineering, helpdesk services, and various other end user server solutions like Exchange, VDI and Endpoint security tools.
Provide 2nd level support on escalated workstation, telephony, mobile, AV, voice and vdieo related issues and requests
Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
Interact with customers via telephone, e-mail, IM / chat, and social tools, to provide technical support
Prioritize incidents and complaints to assure all SLOs are meet
Utilize all technical resources to solve customer problems
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, Remedy
Able to 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
Provisions and prepares 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
Coordinate and execute workstation relocation requests
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
Knowledge Required :
Installation, configuration, and support of PC, Mac, telephony, mobile, and voice / video hardware / software
hands-on experience providing support for multipoint video meetings using meeting management tools from Cisco, Polycom, Bluejeans, and other video technologies
Ability to perform end-to-end troubleshooting for AV, voice, video and UC systems.
Support and troubleshooting of Windows 10, Windows 7, MS Office 365 suite and Outlook, OSX Sierra / High Sierra, IOS, Android
Networking connectivity knowledge and troubleshooting
Installation, configuration, and support of local and LAN printers
Experience & Education Required :
4-6-year experience as technician supporting over 300 users.
Skills Required :
Provide excellent customer service.
Ability to support, and explain technical concepts to users at various levels of technical proficiency
Effectively manages difficult or volatile situations
Effective problem solving
Ability to effectively perform issue isolation and resolution in order to minimize downtime
Ability to schedule and prioritize
Able to read and understand technical manuals, procedures, and OEM guides
Excellent interpersonal skills
Ability to assess, analyze and research technical situations and provide viable alternatives
Ability to learn new technologies and procedures quickly
Ability to communicate effectively with wide variety of users, and technical teams
Other Required Characteristics :
Strong interpersonal abilities must project credibility and integrity
A great listener
All your information will be kept confidential according to EEO guidelines.
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