Step into the role of technology support, where your expertise shapes the seamless tech experience in a dynamic cultural environment.
As a Technology Support Specialist at JPMorgan Chase in Corporate Sector Infrastructure Platforms- Data Center Services Team, 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 by utilizing established problem-solving techniques and diagnostic tools to systematically identify, analyze, and resolve technical issues, ensuring minimal downtime and optimal system functionality
- Uses enterprise-authorized AI capabilities within the work environment to speed up issue triage and knowledge capture (e.g., drafting ticket summaries and suggested next steps), validating outputs and handling data according to sensitivity and security requirements.
- Apply emerging knowledge of hardware components, networking concepts, and operational management to support and maintain technology systems
- Contribute to the improvement of processes and procedures by identifying optimization areas and providing feedback on potential solutions
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
- Working knowledge of using enterprise-authorized AI capabilities within the work environment to support end-user technology support workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted troubleshooting suggestions before action, escalating when uncertain and following security and data handling expectations.
- 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, including hardware components and networking concepts
- Ability to balance tasks while documenting outcomes
Preferred qualifications, capabilities, and skills
- Familiarity with troubleshooting techniques for hardware, software, and technology systems
- Capability to document issues, procedures, and root cause analysis