We are looking for an experienced Network Engineer to join our Network Enhanced Support Team (NEST), supporting our retail branches. In this role, you will proactively monitor and troubleshoot network issues, utilizing established runbooks to resolve problems efficiently. you will serve as a key advocate for our branch teams, delivering outstanding customer service and guiding them through technical challenges during network deployment upgrades.

As an Infrastructure Engineer III at JPMorgan Chase within the Enterprise Technology Retail & Corporate Network Services team, you will utilize strong knowledge of software, applications, and technical processes within the infrastructure engineering discipline. Apply your technical knowledge and problem-solving methodologies across multiple applications of moderate scope.

Job responsibilities

• Executes conventional approaches to build or break down technical problems
• Drives the daily activities supporting the standard capacity process applications
• Considers upstream/downstream data and systems or technical implications
• Adds to team culture of diversity, opportunity, inclusion, and respect
• Provide technical network support to retail branches during the warranty support period following network upgrades
• Collaborate with branch staff and leadership to understand and resolve technology issues post-upgrade, delivering empathetic, high-quality customer support throughout the process
• Generate and distribute regular reports to key stakeholders on the progress and status of network upgrade projects
• Ensure the accuracy and quality of updates to support tools by identifying and correcting inconsistencies or errors
• Contribute to continuous improvement by adhering to best practices and introducing innovative approaches to program and project management

Required qualifications, capabilities, and skills

• Formal training or certification on Infrastructure Engineering concepts and 3+ years applied experience
• Strong knowledge of one or more infrastructure disciplines such as hardware, networking terminology, databases, storage engineering, deployment practices, integration, automation, scaling, resilience, and performance assessments
• 5+ years of relevant production network support experience
• Exceptional customer service skills, with the ability to communicate empathetically and effectively both in writing and verbally
• Broad technical support experience, including familiarity with Cisco, Juniper, and Fortinet systems
• Proven ability to collaborate with partners and vendors to resolve issues
• Strong attention to detail and ability to follow runbooks to troubleshoot and resolve complex network problems

Preferred qualifications, capabilities, and skills

• Familiarity with JPMorgan Chase & Co. policies preferred, as well as experience with retail branch technology and systems