Overview
Responsible for resolving incidents and requests that have been escalated from Level 1.
Software installation.
Troubleshoot, repair, and maintain software applications & infrastructure.
Escalation from the Helpdesk for application support including in-house, 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 — Firm laptop or personal laptop + virtual machine.
Ensure that Morgan Stanley policies and procedures are followed by, 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 E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
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.
