Senior Executive IT Support Analyst

The Senior Executive IT Support Analyst provides hightouch whiteglove technical support to Visas senior leadership and their organizations. This role is part of the Executive IT team responsible for delivering seamless secure and reliable enduser technology experiences across inoffice remote and travel scenarios.
The Analyst brings advanced technical expertise polished communication and the ability to operate under pressure while supporting executives who expect immediate precise and confidential IT service. This position also supports live executive events in partnership with Events AV Operations and onsite technical teams.

Essential Functions:

Executive Technology Support:

• Deliver hightouch IT support to executives ensuring rapid response and issue resolution for devices applications conferencing tools security tools and collaboration platforms.
• Support enduser workstations (Windows/macOS) mobile devices Teams Rooms peripheral technologies and core executive hardware with exceptional service quality.
• Provide onsite remote and travelbased support during critical executive activities including board sessions leadership meetings investor engagements and global events.

Event & Meeting Support:

• Partner closely with Events Live Event Support and AV Operations to ensure seamless support for highvisibility executive meetings hybrid sessions and livestreams.
• Prepare technical setups perform live support rapidly troubleshoot issues and coordinate technical recovery in fastpaced event environments.

Technical Troubleshooting & Analysis:

• Conduct advanced diagnostics across hardware OS networking endpoint security tools O365 collaboration platforms and VPN.
• Perform rootcause analysis maintain device health and execute proactive maintenance to reduce MTTR/MTTF.

Operational Excellence:

• Drive improvements in operational KPIs including proactive fix rates reliability incident reduction and executive satisfaction aligned to Executive IT OKRs.
• Maintain documentation process workflows and executive playbooks contribute to service maturity initiatives.
• Collaborate with Engineering Endpoint Management Security and Enterprise Support teams to enhance tooling and standards.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications:

• 5 years of relevant work experience with a Bachelors 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.

Preferred Qualifications:

• 5 years of handson technical support experience in an enterprise environment.
• Demonstrated ability to support executives or highprofile clients with discretion and professionalism.
• 710 years of technical support experience in enterprise or executivesupport environments.
• Certifications: ITIL Microsoft Apple ACSP AVIXA CTS networking (CCNA or equivalent).
• Experience supporting VP leaders or sensitive business operations.
• Ability to build trust anticipate needs and operate effectively in urgent or ambiguous scenarios
• Strong proficiency with:
  • Windows & macOS
  • Office 365 Teams Outlook OneDrive
  • Networking fundamentals (WiFi/VPN)
  • Mobile device management (iOS/Android)
  • Hardware deployment imaging and endpoint security
  • AV and video conferencing technologies

Additional Information :

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 129200.00 to 206700.00 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge skills experience and addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.

Remote Work :

No

Employment Type :

Full-time