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At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant

Job Summary

IT Field Services Engineer role focused on end user experience within an industrial manufacturing environment requiring expertise in Service Now and remote desktop support.

The role supports hybrid work rotational shifts and zero travel ensuring stable operations and continuous improvement for a integral enterprise.

Responsibilities

Flexible for Remote Support
Provide expert remote desktop support to resolve complex incidents for hybrid workers while maintaining high first contact resolution and minimal business disruption.




Manage and optimize Service Now incident request and problem queues by applying clear categorization prioritization and timely updates that enhance user satisfaction.
Coordinate closely with plant and office support teams to align end user tooling configurations and policies with the unique needs of industrial manufacturing operations.
Execute standardized processes for software deployment patching and configuration on end user devices to maintain compliance and stability in regulated manufacturing contexts.
Investigate root causes of recurring end user issues using Nexthink data system logs and Service Now records to define corrective actions that reduce incident volume.
Document clear knowledge articles and troubleshooting guides for common end user issues so that support efficiency and consistency improve across hybrid and rotational shifts.
Collaborate with infrastructure network and application teams to address cross platform problems that impact productivity in factories warehouses and corporate locations.
Monitor

📌 IT Field services Engineer (Ciudad de México)
🏢 Cognizant
📍 Ciudad de México