Job title: Senior Support Specialist
Company: Edward Jones
Job description: Innovate here. And see your ideas come to life.It’s an exciting time to work in tech at Edward Jones. We are making massive investments in emerging technologies to improve how we work with our clients and with each other. Relationships are the focus of our business model. And working in Technology here means using your skills to build, deliver and maintain the technologies that enable us to deepen and support those relationships. The best part? We develop and create our own industry-leading solutions internally. And you can be a part of it. Working with emerging new technologies. Creating platforms, programs and experiences that change how we work together – and support our client-first focus. Changing the future of our firm, the industry and the advisor-client relationship.Job OverviewPosition Schedule: Full-TimeTeam 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 phone support by taking incoming calls 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
At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:Hiring Minimum: $45260
Hiring Maximum: $74635Skills/RequirementsWhat You’ll Need
- Bachelor’s degree preferred or a minimum of 2+ years of experience in a technical support environment
- Dedicated home office space and a hard-wired internet connection required
- Technical knowledge of iPhones, Android phones, iPads, Tablets, monitors, printers, phones, laptops, thin clients, desktops, modems, routers, and VDI’s. Intermediate Understanding of TCP/IP, DNS, & DHCP, Microsoft Office 365, Windows 10 & IOS, and WebEx & Zoom
- Required to provide evening, weekend, or holiday support as needed
- Experience using ticketing systems to manage, and track incidents is required
Preferred * CompTIA Network+/Security+/A+, MCSA Windows Server 2012 or newer, Azure or MS365 role-based certifications an asset
- Able to work independently and utilize tools to stay connected to the team
- Provide training to the department as new hardware and software is introduced into the Edward Jones environment
***Candidates that live within in a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office three days per week, with a preference for Tuesday through Thursday.***Awards & AccoladesAt Edward Jones, we are building a place where everyone feels like they belong. We’re proud of our associates’ contributions to the firm and the recognitions we have received.Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward JonesCheck out our Canadian awards and accolades: Insights & Information Blog Postings about Edward JonesAbout UsJoin a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ 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.Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.#LI-HO
Expected salary: $45260 – 74635 per year
Location: Tempe, AZ
Job date: Sat, 07 Sep 2024 07:42:08 GMT
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