Shift: Availability between 4:00 AM CST and 6:00 PM CST
Location - Av. Aviación 3800, Col. San Juan de Ocotán, 45019, Zapopan, Jalisco
***Language- Fluent in Portugese
Job Summary
We are seeking an Advanced Technical Support Technician to support and enhance a large-scale Service Desk application environment for a global organization. The role involves ensuring high application availability, resolving complex incidents, improving support processes, and delivering an exceptional end-user experience. The idóneo candidate will have strong Service Desk application support expertise, excellent troubleshooting skills, and the ability to collaborate with global teams.
Key Responsibilities
- Manage daily Service Desk application support operations to ensure timely incident and request resolution.
- Troubleshoot and resolve complex application issues escalated by support teams.
- Analyze recurring incidents and implement sustainable solutions to improve application stability.
- Optimize Service Desk support workflows and ticket management processes.
- Monitor application performance and proactively address potential service disruptions.
- Collaborate with product owners, engineers, and business stakeholders to prioritize fixes and enhancements.
- Drive continuous improvement initiatives through root cause analysis, support metrics, and user feedback.
- Ensure compliance with organizational security, privacy, and operational standards.
- Coordinate application maintenance activities and communicate planned outages effectively.
- Create and maintain knowledge articles, support documentation, and operational runbooks.
- Mentor support analysts and share best practices to improve team performance.
- Support training and onboarding initiatives for new processes and platform capabilities.
📌 Advanced Technical Support Technician - Service Desk Portugese (Guadalajara)
🏢 Cognizant
📍 Guadalajara
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