JPMorgan Technology Support II 

Mexico, Mexico City 

195283725

As a Technology Support II team member in Employee Platforms, you will play a vital role in ensuring the operational stability, availability, and performance of our end-user platforms and systems. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
• Improve operational stability and availability through participation in problem management
• Provide in-depth support across OS platforms (Windows 10, 11)
• Manage and maintain the inventory of computing equipment, ensuring accurate tracking, regular audits, and timely updates to support operational needs and asset management.
• Monitor production environments for anomalies and address issues utilizing standard observability tools
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure
• Contribute IT Help Desk operations handling escalations, ticket resolution, and staff mentoring.
• Apply incident and problem Management processes according to ITIL standards.

Required qualifications, capabilities, and skills

• 4+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Exposure to observability and monitoring tools and techniques
• Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Strong documentation skills and attention to compliance.
• Self-starter with excellent written and verbal communication skills
• Client-centric focus and relationship-building skills.
• Strong analytical mindset, comfortable researching beyond standard resources
• Fluent in english

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting
• Familiarity with supporting Virtual Desktop Infrastructure (VDI) platforms
• Ability to lead or participate in cross-functional projects, demonstrating strong collaboration skills to drive successful outcomes.