Job Responsibilities
* Provide on‑site technical support to Contact Centre agents in Edinburgh and mainland Europe
* Perform testing and evaluation of new technology including Thin Clients, audio equipment and Virtual Desktops
* Monitoring and testing VDI image changes and new rollouts
* Collaborate with JPMorganChase networking teams to ensure firewall configurations are correctly maintained
* Support Contact Centre vendor onboardings including technology setup, training and documentation of operational procedures
* Acting as a bridge between the Contact Centre and Engineering
* Keep an eye on performance, making sure we use the right approach to identify and solve problems.
* Act as a mentor to more junior engineers and lead by example
* Manage the allocation of support engineers ensuring they are deployed efficiently
* Act as an interface into Engineering leadership, providing updates and reporting to drive future improvements
Required qualifications, skills, and capabilities
* Foundational knowledge in the following technologies:
o Windows Systems
o Browsers (Chrome / Edge / Firefox)
o Networking (DNS, DHCP, TCP/IP)
o Basic Cloud awareness (AWS / GCP / Azure)
* Able to demonstrate a logical approach to troubleshooting
* Tenacity and a curious nature
* Excellent written and verbal communication skills in English
* Experience in managing/mentoring junior engineers
Preferred qualifications, skills, and capabilities
* Experience in working in a highly regulated environment / industry
* Previous experience working in a Contact Centre / Customer Service environment
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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
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