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Job Opening: Multimedia Operations Level 2 Support Engineer


Position: Multimedia Operations Level 2 Support Engineer
Company: JPMorgan Chase
Location: Jersey City NJ US


Job Description

JPMorgan Chase & Co (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at


Global Services Operations (GSO) is responsible for service support and delivery for JPMorgan Chase’s Global Technology Infrastructure (GTI). Through its Global Service Desk and Infrastructure Operations Centers, GSO provides global, coordinated diagnostic and support services, while Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts.

Providing Level 2 (Advanced support) for all multimedia services (Telepresence, IPTV, Live Streaming, Digital Signage)

Managing & executing complex changes across infrastructure devices & endpoints.

Represent highly visible and/or impacting changes and incidents on behalf of Global Multimedia Services.

Review process and procedures and identify/implement improvements

Documentation creation for process and procedures

Perform proactive system checks to ensure “ready-for-business”.

Proactively manage escalations, incident tracking and resolution.

Collaborate with Engineering, Implementation and Operations on testing and certification of new systems including hardware, software and firmware to ensure operational readiness.

Responsible for defining priority 1 incident and change windows for low medium and high risk changes

Participate in technical service review calls with vendors and EUS partners

Providing input to support model documentation inclusive of network diagrams & run books

Contribute to monthly score card representing detailed analysis of teams work and ensure SLA are met

Point of contact for senior leadership for high profile incidents and changes in multimedia environment

Live monitoring of Multimedia Services during high profile events such as town halls and other senior executive events.

Managing problem tickets and holding other teams accountable for resolution.


Bachelor’s degree or equivalent experience

5+ years’ experience infrastructure support

ITIL framework experience and application of best practices in a professional environment (certification a plus)

In depth technology understanding of network data / voice/ unified communication product line

Experience with the creation, review and management of technical and process documentation

Experience with Incident/Problem Management systems and processes

Experience translating between technical and non-technical lexicon (i.e. acting as an intermediary between technical resources and users/management and/or other potentially non-technical stakeholders

Technical knowledge of Multimedia products/services is a plus:

Video Conferencing

Cisco EX, MX, C Series and CTS end points

Cisco VCS Systems

Cisco Conductor

Cisco TelePresence Servers (8710 Bridges)

Cisco TMS

Cisco Unified Call Manager

Cisco Prime Collaboration

Understanding of commonly used video communication standards/protocols: SIP, TIP, H.323


Bluejeans & other cloud services

Integrated AV Components

Creston Digital Media Platform

Creston Pro Series Controllers and Surfaces

Polycom Sound Structure

Flat Panel and Projection display devices

Smart board collaboration products

Digital Audio/Video Standards and associated connection/wire types

Digital Signage Solutions

Scala Applications and Hardware (or similar)

Video Streaming and VOD Solutions

Qumu Products (or similar)

Web Streaming delivery protocols

Audio and Video encoding technology

Cisco Telepresence Content Server (or similar)

TV/Cable Digital Distribution Solutions

Vbrick or similar

Strong understanding of commonly used video communication standards/protocols




Basic understanding of common voice technologies and associated hardware/applications

General knowledge of computer networking standards and associated hardware/applications

General knowledge of enterprise computing and server infrastructure

Virtual Machines

SQL database

Server based application

Working knowledge of standard corporate applications

Microsoft product suite


Excellent customer service skills

Excellent written and verbal communication skills

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.


Technology Operations

Primary Location

US-NJ-Jersey City-NOC 5 – 575 Washington / 02969





Job Type



Day Job

Corporate Brand

JPMorgan Chase & Co.

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