• 2361321
  • (Reference :3080282)
  • Windows Desktop Operations Specialist



  • Company Profile

    Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries.

    As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.


    Technology works as a strategic partner with Morgan Stanley business units and the world's leading technology companies to redefine how we do business in ever more global, complex, and dynamic financial markets. Morgan Stanley's sizeable investment in technology results in quantitative trading systems, cutting-edge modelling and simulation software, comprehensive risk and security systems, and robust client-relationship capabilities, plus the worldwide infrastructure that forms the backbone of these systems and tools. Our insights, our applications and infrastructure give a competitive edge to clients' businesses—and to our own.

    Enterprise Infrastructure (EI)

    EI is that global technology group that delivers the software and hardware technology solutions that make our businesses run. The team manages the production, operations, and engineering of our data centers, voice and data networking solutions, wireless technologies, server and database operations, desktops, servers and mainframes.

    Position Description:

    The Windows Operations Desktop Team is dedicated to supporting the firm's global plant of 180,000+ Windows desktops, laptops and virtual PCs. We provide service and support to internal teams and senior VIP clients on Windows Platform and desktop application-related issues as well as closely cooperate with the Engineering, IT Security, Service Desk, Desk Side Support teams and third party vendors to handle escalations, provide documentation, resolve complex technical issues and implement new products across the plant.

    Our services include incident, problem, change and drift management and we are responsible for the health of the PCs. We distribute the core Windows build, manage security patches, support the software distribution platform, maintain PC configuration settings and provide reporting on the Windows environment. We develop scripts and other forms of automation to solve problems within the enterprise desktop computing space. This includes creating and maintaining our own monitoring and reporting tools.

    We provide global coverage for incidents 24/7 in a follow-the-sun model - you will cover for escalations on one weekend every few months.
    We are divided into 3 work streams - the position is for Application & Core Services while the other streams are Performance Management and Configuration Management and Infrastructure Services. You will focus on enabling us to align support of our client facing application stack with support of the operating systems running on all desktop platforms, including physicals, virtual machines and laptops under a single stream. Additionally, you will closely align with IT security to ensure that the adoption and support of all Technology Information Risk related products on the desktops follow a consistent process.

    Your primary responsibilities will include but are not limited to:

    Performing troubleshooting and investigating complex technical issues
    Maintaining and distributing the core Windows build
    Testing new and changed components being introduced into the environment
    Participating in the engineering and deployment of global products
    Automation through scripting as necessary to efficiently address problems within our space
    Maintaining and monitoring overall PC health
    Monitoring problem ticket queues for issues and respond promptly to them
    Performing change management duties, including creation, execution and validation of production changes

    Technology stack includes Microsoft Windows operating system, VMware ESX, Citrix XenDesktop, OpenAFS, Microsoft Office (Outlook, Excel, Word, PowerPoint), Microsoft Lync, Internet Explorer, Google Chrome, Adobe Acrobat Reader, Adobe Acrobat Pro, Adobe FlashPlayer, Silverlight and internally developed plug-ins for Microsoft Office.


    Skills Required:

    - Experience supporting Windows PCs preferably at level 3 in a demanding, large networked global enterprise environment with at least 500 PCs
    - Support Experience for Microsoft Office (Outlook, Excel, Word, PowerPoint), Microsoft - Lync, Internet Explorer, Google Chrome, Adobe Acrobat Reader, Adobe Acrobat Pro, Adobe FlashPlayer, Silverlight
    - Windows OS internals
    - Remote troubleshooting experience (psexec, winrs, WMI, RPC)
    - System issues (event logs, GPResult, perfmon, process dumps)
    - Virtualization technologies: VMware, XenServer, Citrix XenDesktop, Citrix
    - Presentation Server / XenApp Technology
    - Ability to work and communicate effectively with senior VIP clients for troubleshooting and explaining technical issues
    - Ability to deduce patterns from individual incidents and provide automated solutions to ensure these incidents do not reoccur in our enterprise environment.
    - Scripting ? (C++ ,Visual Basic, Powershell preffered)

    Skills Desired:

    - Microsoft Office Specialist (MOS) Certification
    - ITIL-based service management
    - Active Directory (GPO, OU, Groups)
    - Proficiency in creating documentation for end users and support personnel

    Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential.

Company description

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