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Multimedia Operations Level 2 Support Engineer

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.
Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.
  • Providing Level 2 (Advanced support) for all multimedia services (Telepresence, IPTV, Live Streaming, Digital Signage)
  • Managing & executing complex changes across infrastructure devices & endpoints.
  • Represent highly visible and/or impacting changes and incidents on behalf of Global Multimedia Services.
  • Review process and procedures and identify/implement improvements
  • Documentation creation for process and procedures
  • Perform proactive system checks to ensure “ready-for-business”.
  • Proactively manage escalations, incident tracking and resolution.
  • Collaborate with Engineering, Implementation and Operations on testing and certification of new systems including hardware, software and firmware to ensure operational readiness.
  • Responsible for defining  priority 1 incident and change windows for low medium and high risk changes
  • Participate in technical service review calls with vendors and EUS partners
  • Providing input to support model documentation inclusive of network diagrams & run books
  • Contribute to monthly score card representing detailed analysis of teams work and ensure SLA are met
  • Point of contact for senior leadership for high profile incidents and changes in multimedia environment
  • Live monitoring of Multimedia Services during high profile events such as town halls and other senior executive events.
  • Managing problem tickets and holding other teams accountable for resolution.
  • Bachelor’s degree or equivalent experience
  • 5+ years’ experience infrastructure support
  • ITIL framework experience and application of best practices in a professional environment (certification a plus)
  • In depth technology understanding of network data / voice/ unified communication product line
  • Experience with the creation, review and management of technical and process documentation
  • Experience with Incident/Problem Management systems and processes
  • Experience translating between technical and non-technical lexicon (i.e. acting as an intermediary between technical resources and users/management and/or other potentially non-technical stakeholders
  • Technical knowledge of Multimedia products/services is a plus:
    • Video Conferencing
      • Cisco EX, MX, C Series and CTS end points
      • Cisco VCS Systems
      • Cisco Conductor
      • Cisco TelePresence Servers (8710 Bridges)
      • Cisco TMS
      • Cisco Unified Call Manager
      • Cisco Prime Collaboration
      • Understanding of commonly used video communication standards/protocols: SIP, TIP, H.323
      • Acano
      • Bluejeans & other cloud services
    • Integrated AV Components
      • Creston Digital Media Platform
      • Creston Pro Series Controllers and Surfaces
      • Polycom Sound Structure
      • Flat Panel and Projection display devices
      • Smart board collaboration products
      • Digital Audio/Video Standards and associated connection/wire types
    • Digital Signage Solutions
      • Scala Applications and Hardware (or similar)
    • Video Streaming and VOD Solutions
      • Qumu Products (or similar)
      • Web Streaming delivery protocols
      • Audio and Video encoding technology
      • Cisco Telepresence Content Server (or similar)
    • TV/Cable Digital Distribution Solutions
      • Vbrick or similar
  • Strong understanding of commonly used video communication standards/protocols
    • SIP
    • TIP
    • H.323
  • Basic understanding of common voice technologies and associated hardware/applications
  • General knowledge of computer networking standards and associated hardware/applications
  • General knowledge of enterprise computing and server infrastructure
    • Virtual Machines
    • SQL database
    • Server based application
  • Working knowledge of standard corporate applications
    • Microsoft product suite
    • SharePoint
  • Excellent customer service skills
  • Excellent written and verbal communication skills
Req #: 160027267
Location: Jersey City, NJ US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 3000 US Dollar (USD)

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