Technology Support II

Job Description
Are you ready to make a significant impact in the world of technology support? As a Technology Support I team member at Aumni, a JPMorgan Chase company, you will play a crucial role in providing end-user support and desk-side assistance. Join us to enhance your skills, grow your career, and contribute to a team that values innovation and collaboration.
As a Technology Support II at Aumni, within the India Operations & Engineering team, you will play a crucial role in providing end-user support and desk-side assistance. You will focus on ensuring a seamless experience for our end users by addressing their technical needs, troubleshooting issues, and resolving application incidents. Your role is crucial in maintaining the operational stability and performance of our user environment. Join us to enhance your skills, grow your career, and contribute to a team that values innovation and collaboration.
Job Responsibilities:

• Oversee and troubleshoot IT equipment supporting Aumni India Operations & Engineering, ensuring optimal performance and minimal downtime.
• Resolve simple to complex end-user requests by delivering timely and effective solutions.
• Provide mentorship and assist in onboarding and training new hires, ensuring they are equipped with the necessary technology and knowledge to meet performance expectations.
• Enforce adherence to Aumni's IT standards, policies, and procedures, ensuring compliance and alignment with organizational goals.
• Maintain physical IT assets and inventory.
• Escalate unresolved technical issues to appropriate teams when they exceed the accepted troubleshooting timeframe or require advanced expertise for resolution.
• Proactively monitor and report system performance issues, promptly informing and collaborating with the business to assess impact and implement mitigation strategies to minimize operational disruptions.
• Coordinate cross-functional activities to meet service-level agreements and ensure timely resolution of helpdesk tickets.
• Provide mentorship and leadership to junior engineers, such as Technical Support Specialists, nurturing their professional growth and technical expertise.
• Attend meetings with other leaders to gather feedback, address concerns related to Aumni IT, and ensure end users have the top-tier technology they need for success.

Required Qualifications, Capabilities, and Skills:

• Formal training or certification in Technical Support and 1+ years applied experience
• System Ownership/Administration experience with Mobile Device Management (MDM), ensuring secure and efficient management of mobile devices used by employees.
• Administrative experience for both an identity provider (IDP) system and SSO solutioning, ensuring secure and streamlined access to applications and services.
• Strong MacOS knowledge and skill set.
• Knowledgeable on wireless network management, ensuring secure and reliable Wi-Fi access for employees, guests, and BYOD.
• Experienced with Jira Service Management.
• Experienced with a diverse set of operating systems (Windows, MacOS, and Linux).
• Fundamental working knowledge of VM/VDI.
• Skilled in leadership and collaboration, fostering cross-functional communication and ensuring alignment with organization goals.
• Resourceful and results-driven, with a proven ability to solve complex technical challenges while prioritizing security and efficiency.

Preferred Qualifications, Capabilities, and Skills:

• Working knowledge of Secure Web Gateway tools (e.g., end-to-end encryption, malware detection, data loss prevention, web filtering, SASE).
• Working knowledge of SCIM deployment and management.
• Experience with Kandji MDM/Crowdstrike/Okta/Meraki/Netskope
• CompTIA certifications.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.