Technology Support Specialist

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