Incident Technician – IT Support

About the role

Infosys is seeking an Incident Technician to join its Operations team in Hong Kong. The role focuses on installing, troubleshooting, and maintaining software applications and related infrastructure, supporting both on‑site and remote users.

Key responsibilities

• Install and configure software applications.
• Troubleshoot, repair, and maintain software and infrastructure components.
• Handle escalations from the Helpdesk for in‑house, third‑party, and market‑data applications.
• Provide support for operating‑system drivers, software, and firmware.
• Assist users with home‑connection and work‑from‑home setups, including firm or personal laptops and virtual machines.
• Ensure compliance with Morgan Stanley policies and procedures.
• Create and maintain support documentation.
• Collaborate with local and global support groups across multiple platforms.
• Record and manage incidents and requests in the ticket‑tracking system.
• Proactively inform management of trends, significant problems, and expected delays.
• Participate in a rotating on‑call schedule for after‑hours and weekend support.

Required profile

• Experience in software installation and application support.
• Ability to troubleshoot and resolve technical issues quickly.
• Familiarity with help‑desk escalation processes.
• Willingness to work on‑call rotations and support remote users.

Required skills

• Software installation
• Troubleshooting
• Operating system driver support
• Firmware support
• Ticket‑tracking system usage