Description

Embark on a dynamic career in tech support, where your skills contribute to maintaining world-class technology solutions to ensure a seamless user experience, assisting customers with the highest quality standards and satisfaction.

As a Technology Support Analyst in Corporate Technology - Retail IT Support, you will ensure the operational stability, availability, and performance of our production application flows. Be part of the team responsible for troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for internally and externally developed systems, ensuring a seamless user experience. 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, maintaining high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.

Job responsibilities

• Provide first-line support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures.
• Assist in the timely delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction.
• Contribute to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise.
• Use problem-solving techniques, diagnostic tools, and best practices to identify and resolve technical issues.
• Troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery to support business operations.
• Assist in the improvement of operational stability and availability through participation in problem management.
• Support the management of incidents, problems, and changes in technology applications or infrastructure, and escalate in compliance with firm policy and processes.

Required qualifications, capabilities, and skills

• 3+ years 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.
• Formal training or certification on technology support concepts and 3+ years applied experience troubleshooting, resolving, and maintaining information technology services.
• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud.
• Experience with live chat, incident/service request management, and run books for system issue resolution.
• Baseline knowledge of operational management and excellence.
• Proven ability to balance tasks while documenting outcomes.
• Ability to document issues, procedures, and root cause analysis.
• Experience with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems.
• Knowledge and understanding of Incident Management best practices, skills, and tools.
• Strong team player with the ability to foster relationships from both a business and technical perspective.
• Strong analytical, organization, and decision-making skills.

Preferred qualifications, capabilities, and skills

• Bachelor's degree
• Financial Services industry experience
• ITIL Framework Knowledge
• Experience with ServiceNow

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.