Incident Technician — IT Support & On-Call Engineer

Infosys; Hong Kong; On-site; HKD 30,000 - 54,000; Full time

Job summary

Infosys Hong Kong is hiring for a Helpdesk/Support role. You will install software, troubleshoot applications and infrastructure, and escalate issues to appropriate teams while maintaining documentation and policy adherence. You will also assist users with home/remote setup and participate in on-call rotations.

The role requires strong communication, customer care, and a solid grasp of a wide range of applications, both in-house and third-party, with ITIL awareness. Language: English/Cantonese.

Qualifications

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

Responsibilities

• Software installation and troubleshoot, repair, and maintain applications and infrastructure.
• Handle escalations from Helpdesk for application support including in-house and 3rd party apps and market data tools.
• Provide OS driver, software and firmware support.
• Assist users with home and work-from-home setups using firm or personal devices and virtual machines.
• Follow Morgan Stanley policies and procedures and document support activities.
• Create and maintain support documentation.
• Collaborate with local and global support groups across platforms.
• Record and manage incidents and requests in the ticketing system.
• Proactively inform management of trends and delays; participate in on-call rotations.

Skills

Excellent communication

Interpersonal skills

Customer care

Work under pressure

Help desk software experience

Technical understanding of apps

ITIL foundation understanding

Tools

Help desk software

Job description

Infosys Hong Kong is hiring for a Helpdesk/Support role. You will install software, troubleshoot applications and infrastructure, and escalate issues to appropriate teams while maintaining documentation and policy adherence. You will also assist users with home/remote setup and participate in on-call rotations.

The role requires strong communication, customer care, and a solid grasp of a wide range of applications, both in-house and third-party, with ITIL awareness. Language: English/Cantonese.