at J.P. Morgan
Bulge Bracket Investment BanksPosted 7 days ago
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**Technology Support Senior Specialist (OH, USA)** - Deliver expert first-line support for hardware, software, and networks. Leverage enterprise AI for efficient issue resolution, ensuring high customer satisfaction. Troubleshoot, coordinate resources, and drive continuous improvement. Requires 6+ months experience in end-user support, using AI tools, live chat, and incident management. Maintains data sensitivity, proactively balances tasks, and documents outcomes. Enhance organizational technology experience as part of the Employee Platforms team.
- Compensation
- Not specified
- City
- Not specified
- Country
- United States
Currency: Not specified
Full Job Description
Location: OH, United States
Embark on a career where innovation meets support, assisting customers with the highest quality standards and satisfaction.
As a Technology Support Sr Specialist in 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
As a Technology Support Sr Specialist in 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, using problem-solving techniques, diagnostic tools, and best practices to identify and resolve technical issues
- 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.
- Assist in the timely delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction, and document outcomes effectively
- Contribute to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise
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
- 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.
- 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
