Technical Support Analyst Bardi

Technical Support Analyst
Bardi
Emilia Romagna, Bardi

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.

Youre an Individual.

Were the team for you.

Together, lets transform the way the world pays.

If you think you could support Visa as a Technical Support Analyst, we want to hear from you together, lets make Visa a great place to work.

Whats all about

What we expect of you, day to day.

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 operational support for incidents, adds/moves/change for Importante Azienda and video conferencing, and AV equipment and escalating to level group when appropriate.

Perform daily sweeps following defined procedures to ensure all conferencing 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

Prioritize incidents and complaintsto assure all SLOs are meet

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

What were after

Experience with a Bachelors Degree or an Advanced Degree (e. g.

Masters, MBA, JD, MD, or PhD) or equivalent working experience

Preferred Qualifications:

Substantial experience with an Advanced Degree (e. g.

Masters, MBA, JD, MD)

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

Experience as a technician supporting over 300 users with the following:

Installation, configuration, and support of PC, Mac, telephony, mobile, and Importante Azienda/video hardware/software

Hands-on support for all operational aspects of Importante Azienda, 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, 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

Able to communicate at business level in English and Italian

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

Think you have what takes

If you are interested in a career that will challenge and inspire you wed love to hear from you!

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, s the foundation of our company culture.

We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients.