Senior Executive IT Support Analyst

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

The Senior Executive IT Support Analyst provides high‑touch, white‑glove technical support to Visa’s senior leadership and their organizations. This role is part of the Executive IT team, responsible for delivering seamless, secure, and reliable end‑user technology experiences across in‑office, 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:

• Deliver high‑touch IT support to executives, ensuring rapid response and issue resolution for devices, applications, conferencing tools, security tools, and collaboration platforms.
• Support end‑user workstations (Windows/macOS), mobile devices, Teams Rooms, peripheral technologies, and core executive hardware with exceptional service quality.
• Provide on‑site, remote, and travel‑based support during critical executive activities including board sessions, leadership meetings, investor engagements, and global events.

• Partner closely with Events, Live Event Support, and AV Operations to ensure seamless support for high‑visibility executive meetings, hybrid sessions, and live streams.
• Prepare technical setups, perform live support, rapidly troubleshoot issues, and coordinate technical recovery in fast‑paced event environments.

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

• 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.

Basic Qualifications:

• 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.

Preferred Qualifications:

• 5+ years of hands‑on technical support experience in an enterprise environment.
• Demonstrated ability to support executives or high‑profile clients with discretion and professionalism.
• 7–10 years of technical support experience in enterprise or executive‑support 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, One Drive
  • Networking fundamentals (Wi‑Fi/VPN)
  • Mobile device management (iOS/Android)
  • Hardware deployment, imaging, and endpoint security
  • AV and video conferencing technologies

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…