Position Summary & Job Description
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.
The position of Technical Support Analyst will join the team to support end-users and work closely with various business and internal technology groups at our facility in Hong Kong.
The responsibilities include, but not limited to deployment and support services for workstations, wireless devices, and voice & video equipment for Hong Kong and Greater China region.
Executive management support on all workstation, telephony, mobile related issues and requests
Provide 2nd level support on escalated workstation and mobile related issues and requests
Effectively questions user to collect and understand information regarding the problem they are experiencing and leads user through diagnostic procedures to identify, isolate and resolve source of problem.
Analyze customer problems and formulates plans to implement to obtain resolutions.
Handles problem identification, research, isolation, resolution and follow-up for user problems.
Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities.
Prioritize incidents and complaints to assure all SLAs are meet.
Utilize all technical resources to solve customer problems.
Escalate or work in tangent with appropriate support specialists or support groups on unresolved reported issues
Escalate hardware repairs to third party maintenance providers as needed
Maintains call records / logs and resolution detail utilizing case management solution, Service Now.
Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
Installation of hardware / software as required.
Provisions and prepares workstations using standard images.
Setup and install new workstations, loaners and other workstation related equipment.
Maintain 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets.
Communicate and provide knowledge transfer to other agents / technicians on escalated calls 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.
Installation, configuration and support of PC, Mac, telephony, mobile and voice / video hardware / software
Support and troubleshooting of Windows 10, Office 365 / 2016, macOS Sierra and above, iOS, Android
Familiar with Active directory, McAfee Enterprise security solutions and disk encryption software
Networking connectivity knowledge and troubleshooting.
Experience in utilizing client remote control solutions & PC troubleshooting
Microsoft Software troubleshooting.
Setup, Configuration and troubleshooting of local and LAN printers.
Cisco, or Skype Voice / Video troubleshooting.
Knowledge of SCCM, BigFix and PowerShell scripting is preferable.
Experience & Education
4-6 years’ experience as PC technician supporting over 300 users
College degree is highly desirable.
Ability to explain technical concepts to non-technical users
Ability to support users at various levels of technical competency
Ability to speak / write fluently in English
Effectively manages difficult or volatile customer situations
Problem Solving skills
Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime.
Ability to schedule and prioritize
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Excellent interpersonal skills
Technical writing / documentation 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 other technical teams
Other Required Characteristics
Results-oriented / self-motivated
People-oriented / Team Player
Strong interpersonal abilities must project credibility and integrity
Flexible with hours
Ability to multitask
A great listener