Technology Support III (ATM/Applications Tech Support)

Job Description
Propel operational success with your expertise in technology support and a commitment to continuous improvement.
As a Technology Support III team member in Corporate Sector, Retail Workplace Technology Solutions, you will work with multiple field vendor disciplines to delivery against planned project activities. Using industry best practices, you'll support field vendors as we transition our ATM infrastructure to new target state improving stability and functionality to our customers. As an experienced Technology Operations professional, your vision and initiative will drive the execution of a world-class technology strategy. As part of a high-performing team of creative problem solvers, you'll spearhead tactical changes that enhance processes. Your feedback will foster the ongoing skill development and capabilities of top performers to optimize outcomes. In addition to facilitating collaboration across teams internally, you'll also cultivate meaningful relationships with our global clients and business partners to deliver on strategic priorities.
Job responsibilities:

• Act as the second line of support for requests involving ATM hardware or applications and operations processes
• Partner with various ATM Support groups team and product owners to resolve issues, defects, and conduct root cause analysis
• Be a problem solver for onsite ATM vendors requesting help with operational support questions responsible for providing deployment support and technical assistance and support related to software and hardware configuration.
• Responds to queries, runs diagnostic programs, isolates problem, and implements solution.
• Provide advanced PC and Network architecture and business processes support
• Communicate and promote and drive the strategic direction of the firm, delivering technology solutions that meet internal and external needs
• Collaborate effectively with peer groups to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior managers
• Analyze identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills:

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Advanced knowledge, technical problem resolution
• Experience gathering and analyzing data to effect meaningful change in areas that need improvement
• Advanced knowledge of PC and Network architecture, design, and business processes
• Ability to communicate and drive the strategic direction of the firm, delivering technology solutions that meet internal and external needs
• Effectively collaborate with peer group to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior managers
• Proactively identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills:

• Experience with one or more general purpose programming languages and/or automation scripting
• Intermediate knowledge of Excel, Tableau and or Power BI
• Working understanding of public cloud
• Experience with tech support handling inbound & outbound phone calls with service technicians
• Exposure to program lifecycle management

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.