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The Legal Department at JPMorgan Chase manages legal and other risks, advises on products and services, interprets laws and regulations that impact the firm, and advises the firm on other matters. Our global team is made up of 2,000 lawyers and legal professionals with a reputation as thought leaders who deliver best-in-class services. As trusted advisors, we help the firm’s clients while also safeguarding the integrity of the firm. We are committed to a culture of inclusivity and belonging, where people can grow and succeed throughout their careers while working for a first-in-class financial institution doing cutting-edge work. If these values resonate with you, we would like to hear from you.

As a Technology Support (Legal Concierge) Associate in Legal – you will troubleshoot and resolve issues related to Legal applications, firmwide technology and process incidents. You will respond to queries, runs diagnostic programs, isolates problems, and implement solutions. You will also partner with firmwide Legal Technology team and product owners to resolve application issues, defects, and conduct root cause analysis.

Job Responsibilities

• Providing technical assistance and support related to computer systems, office mobile applications, hardware, or software.
• Act as the first line of support for requests involving Legal applications (iManage, LitHub, Passport, Legal Billing, etc.) and legal operations processes (Data Loss Protection or Outside Counsel processes, etc.)
• Address general inquiries on usage and training for legal applications (iManage, Passport, Intralinks, and legal billing) and operational processes (Data Loss Protection and Outside Counsel processes), as escalated through Legal Concierge ticket requests
• Be a problem solver for Legal users requesting help with non-Legal specific and/or firmwide support questions
• Provide support (mostly technical, but also some operational) for our primary end users, this includes onsite as well as employees in other EMEA locations, outside of London
• Provide administrative services including managing the Help Desk Ticket system and operational projects/tasks.

Required qualifications, capabilities and skills

• IT specific skills (Global Technology Infrastructure (GTI), ServiceNow, desktop repair, enterprise systems management, Virtualization, and Active Directory, etc.)
• Good Customer Service skills – the Technology Associate will be working between users, management, IT personnel, and external service providers, as well as managing incident tickets in queues, project tasks, and creating knowledge articles.
• Be proficient in standard office software including M365 and other firmwide technologies.
• Provide support for infrastructure, interact with diverse user groups (new joiners and senior management)
• Experience with mainstream desktop applications
• Basic network connectivity and Internet (DNS, DHCP) experience
• Mobile application support across M365 and other firmwide technologies
• Strong problem-solving skills with the ability to collect data, key performance indicators (KPI’s) metric analysis and insights

Preferred qualifications, capabilities and skills

• Strong problem-solving skills with the ability to collect data, interact with diverse stakeholders, and identify technical issue root causes and solutions
• Required: Work experience with: Global Technology Infrastructure (GTI) team, MS Windows, Office 365, Office Mobile, and incident metrics reporting
• Presentation skills, critical thinking, team trainings and problem-solving
• Provide troubleshooting to quickly identify and resolve network/security related incidents across a wide array of technologies and platforms