Technology Support Senior Specialist - IT Support

Embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.

As a Technology Support Senior Specialist at JPMorgan Chase in Corporate, Enterprise Technology/Employee Support Services, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves troubleshooting hardware, software, and technology issues within the organization. You will maintain high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.

Job responsibilities

• Troubleshoots and resolves software and hardware issues related to Virtual desktop, physical desktop/laptop computers and mobile devices such as smartphones and tablets. Use problem-solving techniques, diagnostic tools, and best practices to Identify and resolve technical issues
• Has strong analytical and problem resolution skills, identifies problems, troubleshoots and delivers strategic solutions to end users.
• Carry's out root cause analysis and create action plan to remediate the identified problems. Record and maintain KPIs, SLAs and other IT Service performance metrics of the team.
• Provides continuous feedback, learning and growth opportunities.
• Collaborates and communicates to achieve common goals and maintains a company standard of excellence.
• Participates in special projects as required and is a great team player and contributes to project workload.
• Maintains current knowledge of relevant developments in area of expertise.
• Provides leadership and mentors less experienced team members on more complex issues and escalations.
• Effectively collaborates with technology teams and clients to achieve common goals.
• Collaborates and contributes with risk and change management and corporate IT audit processes, in addition actively participates in brainstorming sessions and contributes towards the success of a larger organization.
• Reviews existing technical, processes and knowledge documents periodically as a part of certification.

Required qualifications, capabilities, and skills

• 6+ months of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Expertise in troubleshooting, resolving, and maintaining information technology services.
• Familiarity with applications and infrastructure in a large-scale technology environment.
• Technology operations systems and data analytics knowledge. Strong knowledge of KPIs, SLAs and other IT Service performance metrics.
• Proficiency in the following: Microsoft Office, Virtual Machines and Remote Connectivity and Security products, RSA, Office Mobile, Multiline, Splunk/Quantum,  
• Ability to identify problems, troubleshoot and deliver strategic solutions to clients.
• Ability to learn in both successes and failures to share your experience with team.
• Working knowledge of Service Now Ticketing System and reporting. Strong problem resolution and escalation handling skills across technology partners
• Excellent analytical, communication and presentation skills. Exposure to handing time sensitive projects. Experience in handling business escalation amid all technology challenges. 
• Familiarity of Marketdata applications such as Bloomberg, Market Axess.  

Preferred qualifications, capabilities, and skills

• Expertise in troubleshooting techniques for resolving technical issues in hardware, software, and technology systems. 
• Ability to document issues, procedures, and root cause analysis

 

 

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement sav