What are the responsibilities and job description for the Technology Operational Support - Analyst position at JPMorgan Chase?
At JP Morgan Chase, we understand that customers seek exceptional value and a seamless experience from a trusted financial institution. That's why we launched Chase UK to transform digital banking with intuitive and enjoyable customer journeys. With a strong foundation of trust established by millions of customers in the US, we have been rapidly expanding our presence in the UK and soon across Europe. We have been building the bank of the future from the ground up, offering you the chance to join us and make a significant impact.
As a Contact Centre Operations Support Engineer at JPMorgan Chase within the International Consumer Bank, you will play a crucial role in this initiative, dedicated to delivering an outstanding banking experience to our customers. You will work in a collaborative environment as part of a diverse, inclusive, and geographically distributed team. We are seeking individuals with a curious mindset and a keen interest in new technology. Our engineers are naturally solution-oriented and possess an interest in the financial sector and focus on addressing our customer needs. We work in teams focused on our customer service experience.
Job responsibilities:
Provide on-site technical support to Contact Centre agents in Edinburgh and mainland Europe
Perform testing and evaluation of new technology including Thin Clients, audio equipment and Virtual Desktops
Monitoring and testing VDI image changes and new rollouts
Collaborate with JPMorganChase networking teams to ensure firewall configurations are correctly maintained
Support Contact Centre vendor onboardings including technology setup, training and documentation of operational procedures
Acting as a bridge between the Contact Centre and Engineering
Keep an eye on performance, making sure we use the right approach to identify and solve problems.
Required qualifications, skills, and capabilities
Foundational knowledge in the following technologies:
Windows Systems
Browsers (Chrome / Edge / Firefox)
Networking (DNS, DHCP, TCP/IP)
Basic Cloud awareness (AWS / GCP / Azure)
Able to demonstrate a logical approach to troubleshooting
Tenacity and a curious nature
Excellent written and verbal communication skills in English
Preferred qualifications, skills, and capabilities
Experience in working in a highly regulated environment / industry
Previous experience working in a Contact Centre / Customer Service environment