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Senior Support Specialist- Tier 1 - Sturgeon Missouri
Company: Edward Jones Location: Sturgeon, Missouri
Posted On: 04/21/2024
Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 - company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career. View our Purpose, Inclusion and Citizenship Report.1Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating. Team Overview You may be surprised that Edward Jones employs thousands of technical resources - all focused on creating world-class experiences for our clients and branch offices. If you've considered Edward Jones in the past, it's time to take another look. We are embracing a modern, cloud-based architecture and are looking for exceptional individuals who want to be a part of that future. In 2022, Edward Jones invested $1 billion in technology infrastructure, digital initiatives, and virtual business enablement tools. We're currently in the test-and-learn phase and are looking for talented, motivated professionals, that want to be part of this transformational journey. Cloud-based architecture and modern technical capabilities will enable us to grow our impact while providing the best client experience possible. What You'll do - Diagnose, analyze, and resolve complex technical issues across various platforms collaborating closely with peers to identify ticket trends and potential wide-spread issues. Partner with leaders to resolve and create proactive measures to reduce future occurrences
- Troubleshoot inquiries promptly guiding technical and non-technical users through the problem-solving process. Escalate incidents and outages to other technology departments when appropriate and dispatch vendors, as necessary
- Apply technical understanding with minimal direction to resolve issues utilizing troubleshooting tools, following department processes, and other resources as appropriate
- Evaluate and prioritize customer support requests via workflow based on the severity/time sensitivity of the situation
- Provide IT support for devices including PC workstations/laptops, MACs, thin clients, printers/fax, scanners, office phones, iPhones, Android phones, iPads, Tablets, modems, routers, and switches
- Support end-users in their use of applications & troubleshooting complex technical issues including Microsoft Office 365, Teams, Intune virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc
- Mentor and coach associates on specific equipment/on-the-job training to reinforce learning What You'll Need
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