JPMorgan Technology Support Associate Mumbai 

India, Maharashtra, Mumbai 

345134067

Job Responsibilities

• Legal Concierge (Technology Support) team members are responsible for providing support and technical assistance and support related to computer systems, office mobile applications, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and implements solution.
• Act as the first line of support for requests involving Legal applications (iManage, LitHub, Passport, Legal Billing, etc.) and legal operations processes (Data Loss Protection or Outside Counsel processes, etc.)
• Partner with Firm-wide Legal Technology team and product owners to resolve application issues, defects, and conduct root cause analysis
• Address general inquiries on usage and “How To’s” for legal applications (iManage, Passport, Intralinks, and legal billing) and operational processes (Data Loss Protection and Outside Counsel processes), as escalated through Legal Concierge ticket requests
• Be a problem solver for Legal users requesting help with non-Legal specific and/or firmwide support questions
• Provide support (Mostly technical, but also some operational) for our primary end users, this includes onsite as well as remote employees
• Provide administrative services including managing the Help Desk Ticket system and projects/tasks in given system and creating various documentation.

Required qualifications, capabilities and skills

• Good Customer Service skills - Applicant will be working between users, management, IT personnel, and external service providers, applicant will manage incident tickets in queue, project tasks, and creating knowledge articles, must be proficient in standard office software including Microsoft Office and Office 365.
• IT specific skills (Global Technology Infrastructure (GTI), ServiceNow, desktop repair, enterprise systems management, Virtualization, Active Directory, etc.)
• Provide remote support for customer infrastructure, interact with diverse user groups(new joiners and senior management)
• Experience with mainstream desktop applications
• Basic network connectivity and Internet (DNS, DHCP)
• Mobile Application Support
• Strong problem-solving skills with the ability to collect data, KPI reporting analysis

Preferred qualifications, capabilities and skills

• Strong problem-solving skills with the ability to collect data, interact with diverse stakeholders, and identify technical issue root cause and solutions
• Required: Minimum of 2 years of experience with: Global Technology Infrastructure (GTI) team, MS Windows, Office 365, Office Mobile, and incident metrics reporting
• Strong communication skills, critical thinking, and problem-solving