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Technology Support Senior Specialist

JPMorgan Chase & Co.

JPMorgan Chase & Co.

IT, Customer Service
Columbus, OH, USA
Posted on Friday, May 31, 2024

Job Description

Embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.

As a Technology Support Sr Specialist in the Corporate Technology Employee Platforms team, 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. You will maintain 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

Required qualifications, capabilities, and skills

  • 6+ months 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
  • Experience with live chat, incident/service request management, and runbooks for system issue resolution
  • Baseline knowledge of operational management and excellence
  • Proven ability to balance tasks while documenting outcomes

Preferred qualifications, capabilities, and skills

  • Familiarity with troubleshooting techniques for resolving technical issues in hardware, software, and technology systems
  • Ability to document issues, procedures, and root cause analysis