What are the responsibilities and job description for the Technology Support Specialist position at JPMorgan Chase?
Step into the role of technology support, where your expertise shapes the seamless tech experience in a dynamic cultural environment.
As a Senior Support Specialist, Data Center Operations Engineer, your mission is to support the day-to-day technology operations of JPMorgan Chase mission critical data centers. In this role you will 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.
As a Technology Support Specialist with JPMorgan Chase Corporate Data Center Services (DCS), 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.
Job responsibilities
- Provides basic first-line support for hardware, software, and technology issues through live chat and service requests, adhering to established processes and procedures
- Utilizes established problem-solving techniques and diagnostic tools to systematically identify, analyze, and resolve technical issues, ensuring minimal downtime and optimal system functionality
- Applies emerging knowledge of hardware components, networking concepts, and operational management to support and maintain technology systems
- Contributes to the improvement of processes and procedures by identifying optimization areas and providing feedback on potential solutions
- Installs and supports enterprise level hardware in a fast paced, mission critical environment
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
- Ability to work with team members on a rotating shift providing coverage during daytime, overnight, weekend and holiday hours.
- 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
- Ability to balance tasks while documenting outcomes
- 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)
Preferred qualifications, capabilities, and skills
- Familiarity with troubleshooting techniques for hardware, software, and technology systems
- Capability to document issues, procedures, and root cause analysis
- Knowledge of data center HVAC, Cooling, and electrical power distribution