Position: Multimedia Operations Level 2 Support Engineer
Company: JPMorgan Chase
Location: Jersey City NJ US
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.
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:
Cisco EX, MX, C Series and CTS end points
Cisco VCS Systems
Cisco TelePresence Servers (8710 Bridges)
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
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.
US-NJ-Jersey City-NOC 5 – 575 Washington / 02969
JPMorgan Chase & Co.