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Remote Desktop Support Technician

Job Description

Description – External


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 Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.


Global Technology Infrastructure (GTI) is seeking a service oriented individual for a remote desktop support analysis role providing global support across the virtual and physical desktop platforms. The role will be as part of a dedicated Incident Response Center (IRC) desktop team, providing high level remote desktop break fix support. Working a rotating shift pattern covering extended hours and weekends and working to agreed service levels under the direction of the IRC manager, the analyst will be expected to own problems through to resolution. This role will require outstanding communication skills with a deep understanding of the challenges faced in the desktop space as well as technical desktop support in general. The candidate must be flexible, with a proven support track record and is comfortable dealing with clients in all regions and at all levels of the organization.


Specific responsibilities shall include but not be limited to:


  • Analysis and resolution of user desktop issues via remote support toolsets.
  • Co-ordination of issues with field operations support technicians
  • Ability to trend problems, drive Root Cause and remediation with lateral teams
  • Management of incidents in a multi disciplined environment
  • ID Administration functions
  • User configuration updates
  • Application and patch deployment (where required)
  • User education and training (where required)
  • Support of technical tests
  • User service request completion
  • Incident escalation
  • Handling of difficult and demanding client base
  • Working to defined service level metrics
  • 3-5 years experience in an IT support role
  • Minimum of 1-3 years experience on VDI platforms a plus
  • Windows XP / 7 platform support skills (preferably to MCP level)
  • Ability to work unsupervised and prioritize workloads
  • Novell/Netware administration tools knowledge
  • MS Office 2007 / 2010 suite knowledge
  • Internet browsers (IE, Firefox and Safari)
  • Thorough understanding of network connectivity and latency impact
  • Proven track record in a technical support environment
  • Strong communication skills; Excellent English (Written and spoken)
  • Excellent inter-personal and liaison skills
  • Comfortable in dealing with clients over the phone and 1 to 1, especially in critical situations
  • Clear and precise requests updated and feedback passed to team
  • Strong problem solving ability
  • Is understanding of and sympathetic to client requirements
  • Appreciates the potential business and technological impacts of issues
  • PDA implementation and troubleshooting
Req #: 160041209
Location: Houston, TX US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 3000 US Dollar (USD)

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