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Sr. Executive Support Analyst
Company | Visa |
Address | New York, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-10-10 |
Posted at | 8 months ago |
Company Description
- Utilize all technical resources to solve customer problems
- SME in one or more technologies (Windows, Mac, Mobile, Teams, Networking, O365, Security Tools, Nexthink, BigFix, Video Conferencing, etc.)
- Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues.
- Daily management of video content management system.
- Work with other support groups such as network operations, client engineering in assisting in the resolution of incidents or maintenance activities.
- Effectively interfaces with executive level staff, and/or their administrative teams to understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.
- Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.
- Maintains call records/logs and resolution detail utilizing case management solution.
- Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing incidents.
- Solves complex problems taking a broad perspective to identify innovative solutions
- Installation of workstation, telephony, video and mobile hardware/software as required.
- Setup and install new workstations/mobile devices as needed
- Provide all levels of IT End User support for executive level resources.
- Escalate hardware repairs to third party providers as needed.
- Provisions and prepares workstations using standard images.
- Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.
- Coordinate and execute workstation relocation requests
- Interprets business issues and recommends best practices
- Prioritize incidents and complaints to assure all SLAs are meet.
- Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
- Responsible for activities of functional area without direct reports, but may be called on to direct the team/project as needed
- Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
- Provides support for executive events including client visits, all hands, offsite conferences, sponsorship activities, etc.
- 5+ years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
- Excellent interpersonal skills.
- Installation, configuration, and support of local and LAN printers.
- Effective problem solving.
- Ability to learn new technologies and procedures quickly.
- Experience with video content management systems.
- Works independently with guidance in only the most complex situations
- Effectively manages difficult or volatile situations.
- Possess depth and breadth of in technologies required to support end user systems
- Able to read and understand technical manuals, procedures, and OEM guides.
- Experience with large event support with excellent customer service and levels of end user support to executive level resources.
- Technical writing.
- Hands-on experience providing “white-glove” support for high-profile multipoint video meetings using meeting management tools from Cisco, Polycom, Microsoft, and other video technologies.
- Ability to communicate effectively with wide variety of users, and technical teams.
- Networking connectivity knowledge and troubleshooting.
- Ability to support, and explain technical concepts to users at various levels of technical proficiency.
- Support and troubleshooting of Windows 10, Windows 7, MS Office 365, Outlook, Microsoft Teams, Mac OS, iOS, Android, Skype, InTune
- 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
- Ability to assess, analyze and research technical situations and provide viable alternatives.
- Experience managing and supporting Video conference technologies (e.g. Teams, WebEx, Zoom) and video conferencing hardware
- Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software.
- Ability to schedule and prioritize.
- Ability to effectively perform issue isolation and resolution in order to minimize downtime.
- 4-6 years’ experience as technician/lead supporting Executive level users.
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