Job Summary
Serve as a technical lead providing advanced support for Macintosh OS X laptops Windows endpoints networking and remote desktop services in a hybrid work model ensuring reliable day shift operations and efficient incident resolution while enabling analytics oriented teams to work securely and productively across the enterprise.
Responsibilities
- Lead complex troubleshooting and resolution of incidents across Macintosh OS X laptop environments to ensure uninterrupted productivity for enterprise users during hybrid work arrangements.
- Oversee advanced support for Windows based desktops and laptops by diagnosing hardware and software issues and restoring service within agreed timeframes to reduce business disruption.
- Provide expert remote desktop support through secure remote tools to resolve end user problems quickly while minimizing the need for onsite interventions and avoiding travel.
- Coordinate with networking teams to analyze connectivity incidents and optimize configurations so that users experience stable and secure access to corporate resources from office and remote locations.
- Document detailed root cause analyses for recurring Macintosh OS X Windows and networking issues and recommend preventive actions that improve long term platform reliability.
- Design and refine standard operating procedures for endpoint support workflows so that technicians can handle day to day requests consistently and meet stringent service level expectations.
- Guide the evaluation and rollout of endpoint patches and updates for operating systems and core applications to strengthen security posture while minimizing impact on business operations.
- Collaborate with analytics focused stakeholders to understand their tooling and data access needs and align endpoint configurations that support efficient data driven work.
- Implement robust device and network configuration baselines that align with enterprise security standards and protect sensitive information acro
📌 IT Support Analyst (Ciudad de México)
🏢 Cognizant
📍 Ciudad de México
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