Job Title- Advanced Technical Support TechnicianExperience: 3-5 YearsTechnology: Service DeskWork Mode: Onsite- 5 days a weekShift: Availability between 4:00 AM CST and 6:00 PM CST***Language- Fluent in PortugeseJob SummaryWe 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 ideal candidate will have strong Service Desk application support expertise, excellent troubleshooting skills,



and the ability to collaborate with integral teams.Key ResponsibilitiesManage 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 (Jalisco)
🏢 Cognizant
📍 Jalisco