job title- advanced technical support technician

experience: 3-5 years

technology: service desk

work mode: onsite- 5 days a week

shift: availability between 4:00 am cst and 6:00 pm cst

*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.

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📌 Advanced technical support technician - service desk portugese (México)
🏢 Cognizant
📍 México