Senior Associate - Technology Support III London

Join us and make a direct impact on how technology supports our core business services. You’ll have the opportunity to drive innovation, improve processes, and deliver reliable solutions that empower teams across the organization. We value your expertise in technical support and your commitment to operational excellence. At JPMorgan Chase, you’ll grow your career while helping us create a workplace where technology works for everyone. Be part of a team that values collaboration, continuous improvement, and your unique perspective.

As a Senior Associate in Workplace Technology Services within Global Technology, you will play a vital role in ensuring the reliability and performance of workplace technology. You will deliver a seamless user experience by identifying, troubleshooting, and resolving technical issues. Your work will help maintain operational stability and support business operations through effective collaboration and technical expertise. You will contribute to a culture of innovation and continuous improvement, making a meaningful impact on our team and organization.

Job Responsibilities:

• Collaborate with technology teams to deliver comprehensive workplace and infrastructure services
• Implement and uphold policies and procedures to enhance client experience and maintain operational stability
• Evaluate business requirements and identify technology risks to support informed decision-making
• Communicate clearly and professionally with stakeholders at all levels
• Manage workflows and team priorities for efficient execution of tasks and projects
• Monitor production environments for anomalies and address issues using standard observability tools
• Escalate and communicate issues and solutions to stakeholders, participating in incident resolution and service restoration
• Support incident, problem, and change management processes for technology systems and infrastructure
• Participate in Operations Call Meetings and other internal and external meetings
• Manage IT hardware stockroom operations and conduct regular hardware inventory assessments
• Generate ad-hoc reports to support IT operations, asset tracking, and metrics

Required Qualifications, Capabilities, and Skills:

• Experience providing technical support for desktop environments across Windows 10 and Windows 11
• Proficiency in Active Directory administration and Windows computer management
• Strong knowledge of Microsoft Office/M365 and core desktop applications
• Experience with PowerShell scripting for automation and system management
• Ability to support and manage Mac devices in a corporate environment
• Experience supporting Virtual Desktop environments such as VMWare and Citrix
• Skilled in handling escalated support tickets and resolving technical issues efficiently
• Strong problem-solving abilities for troubleshooting complex desktop and virtual environment issues
• Proficient in providing remote desktop support
• Accurate inventory control within the IT hardware room
• Ability to perform MACD activities for IT hardware and support disaster recovery and business continuity initiatives

Preferred Qualifications, Capabilities, and Skills:

• Experience with ServiceNow or similar ITSM platforms
• Strong customer service skills that resolve problems and provide a positive user experience
• Understanding of software life cycle development
• Strong organizational skills and attention to detail
• Experience collaborating with vendors and multiple business units
• Diploma or degree in Information Technology, Computer Science, or related field