JPMorgan Technology Support Senior Specialist 

Philippines 

295463731

As a Technology Support Senior Specialist in Chase Travel, 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
• Assist in the timely delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction
• Contribute to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and network expertise
• Use problem-solving techniques, diagnostic tools, and best practices to Identify and resolve technical issues
• Support end users in application installation as well as maintaining workstation builds, configuring printers, applications and email profiles, and administering new user IDs and maintaining existing ones.
• Serve as a forward-looking technical professional; evaluate new or emerging technologies for the use of our employees, agents, or customers – especially those that increase automation across the stack.

Required qualifications, capabilities, and skills

• Bachelor's degree in IT or other related field
• Minimum of 1 year 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.
• Baseline knowledge of operational management and excellence
• Proven ability to document issues, procedures, and root cause analysis

Preferred qualifications, capabilities, and skills

• Experience with live chat, incident/service request management, and runbooks for system issue resolution