Branch Support Specialist Job Description
Overview:
A Branch Support Specialist is responsible for providing technical support for hardware and software issues and requests to end users at branch locations. The Branch Support Specialist is multi-hatted, possessing a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, and escalate major incidents and collaborate cross-functionally with Enterprise Network Services (ENS) and Enterprise Computing (EC) to resolve complex issues locally.
Key Responsibilities:
Branch Support Specialists can be on-site dedicated to a branch site or dispatched based on expertise and proximity to the site needing support.
Provides on-site technical support for hardware and software incidents and requests.
Multi-hatted hardware and software skill set required:
Responsible for resolving incidents and requests that have been escalated from Level 1.
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 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.
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.
Local contact for ETS partners e.g., escort vendors in comms rooms on behalf of Enterprise Network Services (ENS).