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GTI - Regional Infrastructure Service support - Associate

Req #: 180032413
Location: México, DIF, MX
Job Category: Operations
Job Description:

As an Infrastructure service support specialist, will be responsible for delivering quality customer service

to internal customers by providing them with a single point of contact to report problems and make

inquiries. Will organize activities among internal and external groups, will attend incidents related to voice

and data network, respond to calls to the help desk, logging in all calls and tracking them through to

resolution. You'll conduct 1st and 2nd level problem determination with the customer, using documented

procedures and available tools. Working with senior GTI staff members, you'll record problem information

and keep them updated as to status. You'll be responsible for ensuring that thorough 1st-level problem

determination is executed, resolving as many issues as possible with a team goal of 70%-85% immediate

resolution. You'll insure proper escalation of problems as necessary, and engage other 2nd and 3rd level

support groups as well regional, hubs and global groups, to fix problems related to network connectivity,

voice, PCs, applications and AD requests.

You will be working in local and regional projects, developing and updating procedures, process and

metrics. You will be helping or in charge of purchase management, asset management, service delivery,

and/or contingency activities.

Listen and attend needs from AD managers, and coordinate this request with other GTI Managers.

You will be able to put into practice your skills in different languages like Python, SQL, PHP, CSS and


Stay current on and adhere to established policies, procedures and documentation, run Morning Check,

End of Day activities, batch operations, backup management, etc.



Must have at least 8 Years’ experience within the Financial institutions or similar, desirable but not

required JPMorgan Chase Global Technical Support.

Technical training or certifications related to CCNA, Microsoft, Java, PHP, Python, C, C++, PERL,

SQL, CSS, etc.

Works effectively with teams and stakeholders to achieve common goals.

Work experience in configuring, maintaining and troubleshooting problems with day-to-day

operating environments, network and customer applications.

Experience using troubleshooting tools and procedures.

Strong knowledge in Network and Voice administration, CCNA certificated.

Strong dedication to quality Customer Service and a working knowledge of enterprise-wide

service-delivery procedures.

Ability to learn and apply technical information in a fast-paced, demanding work environment.

Strong verbal and written interpersonal and communication skills, Communicates effectively

across the team to gain shared understanding of strategic requirements.

Strong Telephone etiquette skills and an ability to deal effectively with customers at all levels,

peers, vendors, and management.

Bilingual, Spanish 100%, English 100%.

Good initiative and assertiveness, self-motivation and organization, Works to increase speed of

delivery without compromising quality.

Strong teamwork attitude, Works well with team members and develops meaningful relationships

to achieve common goals

Effective listening skills.

Develops understanding of firm wide priorities and technology offerings and collaborates with

teams where appropriate.

Advance knowledge of a LAN/WAN environment, networking protocols such as HTTP, DNS and


Ability to follow policies and procedures; attention to detail.

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