Technology Support Senior Specialist

Bring your Technology operations support expertise and join that is part of a team where you will manage and support one of the largest global VDI deployments of -340,000 virtual desktop instances across all regions. The role combines hands-on technical expertise with client-facing responsibilities, requiring both technical knowledge and strong communication skills.

As a Technology Support Senior Specialist at JPMorganChase in Employee Compute Virtual Desktop Team within Employee Platforms, you are part of a team that is responsible to manage multiple areas of the firm’s VDI technology infrastructure. Your knowledge and expertise are leveraged to help set direction, implement, support and manage the entire VDI platform.

Job responsibilities

• Manages 340K on-prem VDI platform across the firm globally with VDI builds, capacity, performance and hygiene as part of VDI Operation team
• Communicates with clients and stakeholders on execution and deliverable of the VDI platform and projects
• Provides 24x7x365 follow the sun model on Level 3 customer support on issues and escalations for VDI infrastructure
• Delivers standard process and procedures with change management and incident management
• Works with multiple teams and projects across various technology partners with NAS, AD, Network, SQL
• Conducts Technology Lifecycle Management programs, including hardware/software upgrades, end-of-life tracking, and technology refresh programs

Required qualifications, capabilities, and skills

• 6 Months in overall Citrix platforms, latest Citrix Virtual Apps and Desktops 2402 LTSR with Citrix connection brokers, Citrix policies, delivery groups, StoreFront, Director
• Experienced in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Overall experience in Windows OS platform skills and knowledge (Win11, Win2025, GPO, Active Directory
• Experience with automation frameworks in scripting and automation skills such as PowerShell
• Solid understanding of risk, change and incident managements
• Proven track record in a technical support environment
• Excellent communication, analytical skills, inter-personal and liaison skills
• Strong problem solving ability

Preferred qualifications, skills and capabilities

• Experienced in using and leveraging AI technology and products such as Co-pilot and Claude AI to automate and enhance work functions
• Performance Metrics and Reporting as well as understanding of monitoring tools
• Ability to set standard operating procedures and full documentation on process
• Ability to manage corporate IT Audit Process