Responsibilities

• 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

Qualifications

• BS/BA degree or equivalent experience

• 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

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