video support Associate - technical securityJPMorgan Chase

Job Description:
Role Outline:
Oversee video service support staff to include daily performance, training and hiring, timecards, and annual reviews
Assist with service metrics and KPI's
Provide support and help drive Technical Security video-related global initiatives
To provide triage of video support queues. Troubleshoot and resolve camera, recorder, application and other video-related issues escalating as needed
To proactively monitor the health of the Corporate and Retail video systems and create, dispatch, and/or escalate video service tickets as needed to appropriate vendor or internal teams
To conduct configuration of both Retail and Corporate video systems as required by project management.
Successful candidates are required to take ownership of incidents and provide proactive management to resolve. It is also expected that candidates will analyze reports, discover trends and problems so positive recommendations can be made.
Primary Duties & Responsibilities:
The role duties apply to all monitored areas globally and include the following:
Provide ingest of all calls for the video support team and conduct initial triage and/or troubleshooting efforts as needed depending on level, either rectifying the issue or routing it to the appropriate resource.
Validate preventative maintenance and service completion..
Service call creations for all system needs.
Manage and track service technician visits and completion.
Conduct security system configuration as necessary depending on tier assignment.
Conduct intermediate through advanced troubleshooting of device outages to help with speedy resolution and informed service escalation depending on tier assignment. Serve as team's first service escalation point of contact as needed.
Ensure all SOP's are followed correctly and any changes are implemented efficiently.
Work closely with the Corporate security project managers and configuration team on implementing new projects or upgrades to security systems.
Provide guidance and expert knowledge to new starters within the Video Operations team.
Timely conduction of weekly/monthly tasks/audits
To set high standards in incident management, communications and investigatory skills. With training, to become skilled in new computer applications and systems as they are introduced by the firm.
Shift: 4:00 PM MNL
A successful applicant will demonstrate:
The aptitude to learn and the willingness to progress.
A high standard of Integrity and reliability. The ability to work on their own initiative and as part of a team.
The ability to communicate clearly both orally and in written form across all staffing levels within the firm.
The ability to multi-task, to work under pressure and to think through a problem and ultimately solve.
A successful applicant will benefit from:
Gaining experience of working in a Security Operations office environment within the FinTech industry.
The building of strong working relationships with different working groups globally.
Gaining an appreciation of the firm's core business structure and the role Global Security's networked technology serves within it.
Training in standard office IT packages and role-specific applications.
Gaining a strong working knowledge of technical and physical security systems and the confidence to apply it in a high-delivery, agile working environment.
Role progression within the Technical Security Operations Team.
Specific occupational requirements
Able to be cleared for customer-specific clearance requirements through the firm's background investigation process.
Interested and able to obtain appropriate knowledge to manage the tasks outlined.
Previous experience in a tiered IT helpdesk position and/or supporting security operations is highly preferred.
About Us: J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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.
JPMorgan Chase

Metro Manila
Permanent
Full-time