Remote IT Support & Operations Associate (On-Call)

Infosys Technologies (China) Company Limited; Hong Kong; On-site; HKD 360,000 - 520,000; Full time

Job summary

Infosys Technologies (China) Company Limited is seeking a Help Desk Support professional in Hong Kong. You will install software, troubleshoot and maintain applications and infrastructure, and escalate issues across in-house and third-party systems.

The role involves supporting home-office setups, ensuring policy adherence, and creating support documentation. You will interact with global teams, manage incidents in a ticketing system, and participate in rotating after-hours shifts.

Qualifications

• 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.
• ITIL foundation understanding
• Language: English/Cantonese

Responsibilities

• Software installation.
• Troubleshoot, repair, and maintain software applications & infrastructure.
• Escalation from 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 maintains 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.

Skills

Excellent communication

Interpersonal skills

Customer care skills

Ability to work under pressure

Experience using help desk call

ITIL foundation understanding

Languages: English and Cantonese

Tools

Ticketing system (Help desk)

ITIL framework

Job description

Infosys Technologies (China) Company Limited is seeking a Help Desk Support professional in Hong Kong. You will install software, troubleshoot and maintain applications and infrastructure, and escalate issues across in-house and third-party systems.

The role involves supporting home-office setups, ensuring policy adherence, and creating support documentation. You will interact with global teams, manage incidents in a ticketing system, and participate in rotating after-hours shifts.