Incident Technician

About the role

The Incident Technician will provide end-to-end support for software installation, troubleshooting and maintenance of both in-house and third-party applications. Working closely with global support teams, the role ensures compliance with Morgan Stanley policies while assisting users in office and remote environments.

Key responsibilities

• Install and configure software applications and related infrastructure.
• Troubleshoot, repair, and maintain software, operating system drivers, and firmware.
• Handle escalations from the Helpdesk for in-house, third-party, and market-data applications.
• Support users with home-connection and work-from-home setups, including firm-issued or personal laptops with virtual machines.
• Ensure Morgan Stanley policies and procedures are communicated, followed, and documented.
• Create and maintain support documentation and knowledge base articles.
• Collaborate with local and global support groups across multiple platforms.
• Record and manage all incidents and service requests in the ticket-tracking system.
• Proactively inform management of trends, significant issues and expected delays.
• Participate in a rotating on-call schedule for after-hours and weekend support.
• Stay current on emerging technologies and complete required training.
• Respond promptly via Email, Microsoft Teams, Skype, Symphony, Jive, and other communication channels.

Required profile

• Excellent communication, interpersonal and customer-care skills.
• Ability to work under pressure and meet tight deadlines.
• Experience using a help-desk call management or ticketing system.
• Broad technical understanding of both in-house and third-party applications.
• ITIL Foundation knowledge.
• Fluency in English and Cantonese.

Required skills

• ITIL Foundation
• Help desk ticketing system