Description:

The WS team is seeking a Desk Side Support Technician (DSS) to provide on-site IT support for our Sao Paulo office. This position serves as the primary local point of contact for end-user support, ensuring reliable day-to-day operations and partnering with global IT teams to deliver a consistent, high-quality user experience.

Key Responsibilities:

Provide desk-side support for laptops, desktops, mobile devices, peripherals, printers, audio/visual equipment, and meeting room technology.
Deliver a high standard of customer service by communicating clearly, setting expectations, and ensuring timely follow-through to resolution.
Encourage end users to utilize Tech Help or the Global Service Desk as the initial point of contact; manage items subsequently routed to the local Service Now queue.
Resolve incidents and fulfill service requests within established service-level timeframes, maintaining quality and attention to detail.
Assume end-to-end ownership of complex issues, conduct root-cause analysis, and escalate appropriately to Level 3 support, Engineering, or the Service Manager/Service Delivery Manager/Senior IT Manager.
Comply with internal hardware asset management policies, including proper handling of equipment throughout its lifecycle and ensuring compliant disposal.
Support small-scale deployments and desktop change activities while minimizing disruption and maintaining end-user productivity.
Participate in organization-driven artificial intelligence initiatives and support related adoption efforts.
Adhere to change and support processes that safeguard the stability of the production environment.

Required Qualifications:

Demonstrated experience providing end-user support in a corporate, customer-facing IT environment.
Strong troubleshooting capability across Windows endpoints and commonly used workplace productivity applications.
Experience working in a ticket-queue environment (Service Now or equivalent), including SLA-driven workflows.
Strong written and verbal communication skills, with the ability to build effective working relationships in a fast-paced environment.
Proven ability to prioritize effectively, manage multiple tasks, and follow through to completion.
Portuguese/English bilingual proficiency.

Preferred Qualifications:

Experience with Service Now, endpoint deployment tools, and hardware break/fix support.
Experience supporting meeting room technology and video conferencing solutions (A/V equipment, peripherals, and room configurations).
Working knowledge of ITIL practices (incident, problem, and change management) and root-cause analysis methodologies.
Why Join
This role offers the opportunity to join a collaborative, globally connected support organization in which contributions are visible and valued. The successful candidate will make an immediate impact in Sao Paulo by resolving issues efficiently, enhancing the end-user experience, and supporting the stability and security of the environment.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry.

We're committed to bringing passion and customer focus to the business.

Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.