Associate Tech Support Analyst

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:

- Monitor VisaNet transactions, client connectivity as well as VIP systems status
- Document and communicate critical milestones/progress of ongoing incidents timely and accurately
- Demonstrate technical leadership skills in day-to-day work, take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem
- Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
- Will understand and adhere to the current escalation and critical situation management process within the Global Operations Command Center
- Use verbal and written communication skills to ensure that management is well informed of ongoing incidents. Craft written responses based on the target audience
- Work on ticket queues, mailbox, alert console and phone calls
- Constantly follow-up on all open incidents and problem tickets to meet group objectives

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**:
Basic Qualifications:
Bachelors degree, OR 3+ years of relevant work experience
Understanding of and experience with network connectivity fundamentals and related device health statuses
Strong reporting and documentation skills
Lead by example
Need to already possess Information Technology Infrastructure Library Foundation Certificate - ITIL, or ability to obtain within 6 months
Minimum of 3 to 5 years of experience
Bachelor's Degree, or equivalent industry experience
At least 3 years of Service Desk or Operations experience with a demonstrated pattern of increased responsibility
Three to five years of coding experience and has SQL background
3+ years of strong technical support experience on servers, systems and network
Information Technology Infrastructure Library Foundation Certificate - ITIL V3 certified
Good business and technical knowledge of the Visa systems including network architecture, operating system and associated tools
Ability to speak Spanish or Portuguese would be beneficial to support LAC Market
Able to effectively communicate at a staff level and senior management level
Able to work on own initiative and independently
Must be meticulous, highly motivated and portray a sound business ethic.
Must be able to work effectively and productively in a team and be collaborative with all other teams.
Must be able to multitask and prioritize work.
The position is permanent day 12 hours shift schedule

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.