Senior Executive IT Support Analyst

Job Description

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:

Executive Technology Support:

• 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.

Event & Meeting Support:

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

Technical Troubleshooting & Analysis:

• 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.

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.

Key skills/competency

• Executive Support
• IT Support
• Technical Troubleshooting
• Windows/macOS
• Office 365
• Mobile Device Management
• Networking Fundamentals
• AV Support
• Endpoint Security
• Root-Cause Analysis