Associate Technical Support Analyst

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RESPONSIBILITIES:

• Responsible for onsite wireless device technical device deployment/provisioning, problem resolution, technical assistance, and service to peers and VISA staff. 
• Provide wireless device user support of an advanced nature involving analyzing and resolving complex problems that require in-depth technical analysis and assistance.
• Lead user through diagnostic procedures in order to isolate cause of trouble, analyze and/or evaluate incident reports and make recommendations to reduce recurrence of problems.
• Must possess wireless device and related technical expertise in current and new technologies in the VISA environment, provide training and share technical expertise with peers and appropriate staff.
• Ensure all appropriate measures are taken for satisfactory resolution of the customer’s request, escalating to Manager as needed, and interact as part of a team that identifies; trouble shoots, and resolves wireless device related incident tickets within a framework of Visa’s approved wireless devices services and related technologies.
• Demands quick response in analyzing, validating and resolving wireless device service issues in a dynamic and complex environment.
• Work collaboratively with Manager and core department team to provide quality, consistent and professional service to our customers.
• Prioritize service requests based on documented guidelines, and customer need.
• Deploy new hardware devices and software, and maintain software updates and other handheld wireless and desktop related technologies.
• Ensure all operational processes, procedures and company policies are followed and maintained.
• Ensure that physical and logical security standards, quality assurance and compliance practices of the department and company are adhered to.
• Ensure all Asset management policies and procedures for hardware and software are understood and its principals adhered to.
• Understand the scope of the team’s mission and abilities, as well as the impact other operational teams have on the business.
• Ensure that knowledge is maintained on all wireless device related hardware, software and industry technologies.

REQUIREMENTS:

•  Excellent written, verbal, interpersonal and customer service skills
• 2+ years experience in a hands-on technical support role
• 2+ years experience in hands-on handheld wireless customer support role with an ability and desire to resolve issues quickly
• Experience in training customers on handheld wireless convergent devices
• Technical knowledge of and experience with: convergent wireless devices, wireless technologies and software, Networks, LANS, PCs, current MS Office suites, Windows 2000 and XP, and knowledge of firewalls and security
• Logical thinking and problem solving skills; detail oriented, flexible, proactive, self-starter and possess good business judgment 
  Adept at prioritizing work, multi-tasking, and highly organized
• Analytical skills and experience in documenting, tracking and resolving ongoing technical issues
• Experience in tracking and resolving ongoing technical issues
• Proven ability to work in a time sensitive high-pressure environment, and function effectively during periods of high stress
• Ability to work effectively both independently and as a member of a highly skilled team
• BA Computer Science/MIS or equivalent education and experience