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SHORT DESCRIPTION:

Incident Technician" is a tier 2 support role that receives escalations from the global service desk. An Incident Technician primarily troubleshoots and diagnoses software issues for internally developed, 3rd party, and market data applications, including firmware or OS drivers that enable desktop hardware functionality. They will also perform troubleshooting on desktop hardware and mobile devices. Additionally, Incident Technicians are a vital part of the Incident management workflow and proactively identify and communicate trends and significant problems cross-functionally. Incident Technicians are also responsible for contributing to the creation and maintenance of knowledge base articles that serve as a valuable resource for training the global service desk agents, enabling them to troubleshoot problems and resolve issues independently. All IT Incidents and Service Requests must be recorded and managed in the global ticketing system and executed in compliance with the PPM.

Work location: Hong Kong

RESPONSIBILITIES:

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from helpdesk for application support including inhouse, 3rd party applications and market data applications.
• Provide support for operating system drivers, software and firmware.
• Provide support to users for home connection and work from home set up - Morgan Stanley laptop or personal laptop +virtual machine.
• Ensure that Morgan Stanley policies and procedures are followed, communicated, and adhered to.
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms.
• Record and manage all Incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call - Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as email, Microsoft Teams, Skype, Symphony, Jive, etc.

SKILLS/COMPETENCIES:

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.

All aspects of employment at Infosys are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment only on Infosys_ta@infosys.com or include your preferred method of communication in email and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.