Technology Support Specialist

Step into the role of technology support, where your expertise shapes the seamless tech experience in a dynamic cultural environment.

As a Technology Support Specialist in IP-PRS within Data Center Services, you are a key part of a team that leverages best practices to support day-to-day technology activities.

Your role involves assisting and troubleshooting hardware, software, and technology issues within the firm.

You are committed to executing with efficiency and are focused on continuous improvement in service delivery, all while upholding a high level of customer satisfaction.

As a Technology Support Specialist, your mission is to support the day-to-day technology operations of JPMorgan Chase mission critical data centers.

The purpose of this role is to maintain operational stability and handle customer requests while working on shifts to support the 24x7 operation.

You will be responsible for installing and configuring enterprise class technology hardware, troubleshooting hardware and network issues, maintain change control process in the data center, and support 3rd party vendor activities.

This position is full-time, working with team members on a rotating shift providing coverage during daytime, overnight, weekend and holiday hours.

Job responsibilities


* Provide basic first-line support for hardware, software, and technology issues through live chat and service requests, adhering to established processes and procedures


* Utilize established problem-solving techniques and diagnostic tools to systematically identify, analyze, and resolve technical issues, ensuring minimal downtime and optimal system functionality


* Apply emerging knowledge of hardware components, networking concepts, and operational management to support and maintain technology systems


* Contribute to the improvement of processes and procedures by identifying optimization areas and providing feedback on potential solutions


* Understanding of information technology concepts in a working or academic environment


* General knowledge of a physical IT infrastructure (server, networking, storage)


* Some understanding of network concepts (switching, routing, perimeter security)


* Some understanding of operating systems (Windows, Linux, AIX)

Required qualifications, capabilities, and skills


* Up to 6 months of experience in problem-solving and delivering first contact end-user support to help resolve issues in real-time, including hardware, software, and network support


* Exposure to support communication and resolution tools such as live chat, incident/service request management, and runbooks to help solve system issues


* Baseline knowledge of typical technology operational issues

Preferred qualifications, capabilities, and skills


* Familiarity with troubleshooting techniques for hardware, software, and technology systems


* Capability to document issues, procedures, and root cause analysis

Ability to balanc...