• Executes conventional approaches to build or break down technical problems
• Drives the daily activities supporting the standard capacity process applications
• Considers upstream/downstream data and systems or technical implications
• Adds to team culture of diversity, opportunity, inclusion, and respect
• Provide technical network support to retail branches during the warranty support period following network upgrades
• Collaborate with branch staff and leadership to understand and resolve technology issues post-upgrade, delivering empathetic, high-quality customer support throughout the process
• Generate and distribute regular reports to key stakeholders on the progress and status of network upgrade projects
• Ensure the accuracy and quality of updates to support tools by identifying and correcting inconsistencies or errors
• Contribute to continuous improvement by adhering to best practices and introducing innovative approaches to program and project management

Required qualifications, capabilities, and skills

• Formal training or certification on Infrastructure Engineering concepts and 3+ years applied experience
• Strong knowledge of one or more infrastructure disciplines such as hardware, networking terminology, databases, storage engineering, deployment practices, integration, automation, scaling, resilience, and performance assessments
• 5+ years of relevant production network support experience
• Exceptional customer service skills, with the ability to communicate empathetically and effectively both in writing and verbally
• Broad technical support experience, including familiarity with Cisco, Juniper, and Fortinet systems
• Proven ability to collaborate with partners and vendors to resolve issues

• Strong attention to detail and ability to follow runbooks to troubleshoot and resolve complex network problems

   

   

• Familiarity with JPMorgan Chase & Co. policies preferred, as well as experience with retail branch technology and systems