Incident Technician

Position Overview

We are looking for skilled Incident Technicians to provide end-user and application support across enterprise environments. The role involves troubleshooting, incident resolution, and coordination with global support teams while ensuring adherence to organizational IT policies and service standards.

Hiring Mode: Contact to hire / Contract

Experience: 3+ Years

Required Skills

Helpdesk

Incident Management

Call Management systems

ITIL processes

Key Responsibilities

• Software installation, troubleshooting, repair, and maintenance of applications and IT infrastructure.,
• Handle escalations from Helpdesk for application support including in-house, third-party, and market data applications.,
• Provide support for operating systems, drivers, software, and firmware.,
• Support Work From Home setups (firm laptop or personal laptop with virtual machine).,
• Ensure compliance with Morgan Stanley policies and procedures.,
• Create, update, and maintain technical and support documentation.,
• Collaborate with local and global support teams across multiple platforms.,
• Log, track, and manage incidents and service requests in ticketing systems.,
• Proactively identify trends, major issues, and communicate risks or delays to management.,
• Participate in on-call rotation including after-hours and weekend support.,
• Stay current with technology and participate in training programs.,
• Respond across multiple communication channels such as Email, Microsoft Teams, Skype, Symphony, Jive, etc.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field.

3-5 years of experience in a helpdesk or technical support role.

Proficiency in using Call Management systems and incident tracking tools.

Strong understanding and practical experience with ITIL processes.

ITIL Foundation certification or higher.

Excellent problem-solving and troubleshooting skills.

Strong communication skills and ability to work collaboratively with global support teams.

Technical Requirements

Experience with ITSM tools like ServiceNow or JIRA, knowledge of virtualization technologies like VMware or Hyper-V, understanding of network fundamentals, familiarity with cloud platforms such as AWS or Azure, basic scripting skills in PowerShell or Bash, proficiency in Windows and Linux operating systems

Benefits & Rewards

Up to 5.2 LPA