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Desktop Support Technician

Req #: 180020847
Location: Hyderabad, AP, IN
Job Category: Technology
Job Description:

Description - External

The Global Remote Desktop Support Technician will provide support services for the various Line of Business locations,

trading support and responsible for service support and delivery for JPMorgan Chase's Global Technology Infrastructure

(GTI). The standard work week will be 40 hours, with weekends, holidays and additional hours as required.

General Responsibilities:

• Global Support for Remote Desktop technology platforms

• Effective queue and ticket management

• Packaged Software install using remote access tools

• Use collaboration tools (i.e. Instant Messaging, Outlook, etc.)

• Communicate with clients and follow-up on all open and pending tickets

• Escalate incidents to regional resources where necessary

• Achieve first-call resolution (FCR) in a timely manner

• Identify, communicate and document persistent problems

• Provide client training on application usage and best practices

• Look for service improvement and ticket reduction opportunities

• Ensure controls and policies are adhered to at all times

• Maintain a clean and resilient operating environment

• Meet and exceed metric requirements

• Maintain technical knowledge to keep up with rapid changes in technology

• Adhere to current policies and procedures

• Take a proactive approach to clients' requirements and identify recurring problems

• Use and contribute to knowledge management resources

• Share and document ideas, solutions, improvements and process efficiencies with team

 

Qualifications - External

Preferred Skills:

- 5 + years of Remote Desktop Support experience within a busy, high volume environment required

- Extensive experience supporting Microsoft Active Directory (group memberships, shared drives access, policies, etc.),

and Microsoft desktop applications (MS Office Suite, Outlook, MS Communicator, Lync)

- Proven commercial experience supporting PC's, Laptops, servers and networks

- Knowledge of security technology, including local security, network security, application security a plus

- Experience configuring dial up configuration software and remote connection methods (cable modem, VPN, IE) required

- Proficient with Microsoft Windows 7, MAC and newer operating system required

- Advanced knowledge of desktop, server, printers, peripheral devices (i.e. Blackberry, iOS or Android technologies), client

and connectivity technologies required

- Knowledge of Voice Communication Support (CISCO, Avaya telephony etc.) a plus

- Strong customer service, analytical, and problem resolution skills required

- Excellent interpersonal, written and verbal communications skills at all levels required

- Ability to be a team player, with strong organizational & time management skills

- Prior Financial and Trade Support experience a plus

- Market Data Services application (Reuters, Bloomberg, etc.) experience a plus

- Microsoft certification (MCP or MCSE) a plus

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