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.

E ssential 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.

Qualifications

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, OneDrive
  • Networking fundamentals (Wi‑Fi/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 129,200.00 to 206,700.00 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 location. In 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.