Escalation Associate Jobs in Ontario (NOW HIRING)

We're seeking someone to join our team as a Desktop Operations & Escalations Associate III to provide advanced desktop, infrastructure, and end-user support services while driving resolution of complex technology issues for senior stakeholders and branch environments.

In the Technology division, we leverage innovation to build the connections and capabilities that power our Firm, enabling our clients and colleagues to redefine markets and shape the future of our communities. This is an Associate III position within Workplace Operations & Support, which is part of the job family responsible for delivering end-user technology support, workplace services, operational excellence, incident resolution, and technology service delivery across the Firm.

Since 1935, Morgan Stanley is known as a global leader in financial services, always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

What you'll do in the role

• Manage day-to-day tickets, requests, and escalations from VIP users, senior managers, technology teams, and business stakeholders.
• Provide Level 2/3 desktop, server, and network support for complex and chronic technical issues.
• Handle senior management escalations requiring advanced technical expertise and business insight.
• Deliver onsite branch support to investigate, troubleshoot, and resolve technology incidents.
• Provide remote support for work-from-home users, including troubleshooting home systems, personal devices, networking equipment, and service provider-related issues.
• Conduct deep-dive branch analysis to identify and resolve latency issues and recurring technology problems.
• Deliver white-glove support services, including extended engagement and advanced troubleshooting for critical users.
• Review, validate, and improve technical documentation and knowledge management processes.
• Participate in problem management activities to identify and address technology issues across Wealth Management and ISG environments.
• Participate in on-call rotations supporting executive users and priority service tiers outside standard business hours.
• Support project delivery, status reporting, outage bridge activities, workflow coordination, and technical solution deployments.
• Collaborate with cross-functional technology teams to drive issue resolution and service improvements.

What you'll bring to the role

• 5-7 years of progressive Level II desktop, server, and network support experience or related technical experience.
• Strong knowledge of Windows 10 and Windows 11 environments.
• Experience supporting desktop infrastructure, end-user computing technologies, and workplace services.
• Knowledge of VMware and Citrix technologies.
• Familiarity with PowerShell, VBScript, JavaScript, and HTML.
• Intermediate knowledge of Microsoft Exchange and messaging platforms, including Outlook, Skype, and Microsoft Teams.
• Experience supporting Mac devices, iPads, and iPhones.
• Knowledge of VPN technologies, Microsoft DirectAccess, and Always On VPN (AOVPN).
• Experience troubleshooting browser and proxy-related issues.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent verbal and written communication skills with the ability to support senior stakeholders.
• Ability to work independently and effectively manage multiple priorities in a fast-paced environment.
• Microsoft certifications such as MCP, MCSA, MOS, MCSE, Microsoft 365, or Azure certifications are desirable.

Regional Disclosures

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents. Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo

All our positions are located in Montreal, Quebec. We offer a hybrid work environment, combining remote work and attendance in the office.

Knowledge of French and English is required.

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

At Morgan Stanley, we raise, manage and allocate capital for our clients - helping them reach their goals. We do it in a way that's differentiated - and we've done that for 90 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. 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. There's also ample opportunity to move about the business for those who show passion and grit in their work.

To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.

Morgan Stanley is an equal opportunity employer committed to building and maintaining a workforce that is diverse in experience and background. Our recruiting efforts reflect our strong commitment to a culture of inclusion, where individuals are hired, developed, and advanced based on their skills and talents.

Our workforce reflects a broad cross-section of the global communities in which we operate, bringing a variety of backgrounds, talents, perspectives, and experiences.

For more information, please visit: https://www.morganstanley.com/people-opportunities/eeo.