We're hiring!
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! We have an exciting opportunity for an exceptional individual to work supporting one of our clients as IT Support Engineer - Onsite Santa Catarina N.L

Key Requirements

Manage end user support operations by coordinating remote desktop assistance that ensures timely resolution of incidents and service requests across global business units

Drive continuous improvement in IT service management by analyzing operational data and implementing process enhancements that increase stability and reduce service disruptions

Oversee configuration and usage of the Nexthink platform to monitor device health and end user experience while turning insights into practical actions for support teams

Administer and optimize Service Now workflows to streamline ticket intake routing approvals and closure while maintaining high data quality and traceability

Coordinate with sales and marketing stakeholders to understand their technology requirements and ensure that support services align with campaign timelines and field operations

Collaborate with finance and accounting teams to ensure that end user tools and support processes adhere to compliance policies audit requirements and financial controls

Monitor key performance indicators for remote desktop support and IT service management and define actions that enhance resolution speed user satisfaction and operational consistency

Develop and maintain knowledge articles runbooks and standard operating procedures that help support personnel handle recurring scenarios with high accuracy

Guide the adoption of automation and self service capabilities within Service Now and associated tools so that end users can resolve common issues quickly and independently

Coordinate incident problem and change activities with cross functional technical teams to safeguard business continuity for critical sales marketing finance and accounting applications

Partner with security and compliance teams to ensure that endpoint configurations remote access tools and support practices align with corporate risk management standards

Support hybrid work models by ensuring that end users in office and remote have reliable access to applications collaboration tools and data required to perform their roles effectively





Document operational findings and present improvement opportunities to management so that investment decisions can be made to strengthen service quality and user trust

Qualifications

Require eight to ten years of overall experience in IT service management with a consistent focus on end user services and large scale enterprise environments

Require strong hands on experience with Nexthink including creation of dashboards investigations and remediation campaigns that directly enhance user productivity

Require proven expertise with Service Now covering incident request problem and change processes as well as catalog and workflow configuration for end user services

Require solid experience delivering remote desktop support across diverse locations and technologies with clear understanding of operating systems collaboration tools and endpoint security constraints

Require significant exposure to sales and marketing domain processes such as field enablement digital campaigns and customer engagement platforms to contextualize support priorities

Require strong experience supporting finance and accounting systems or users ensuring adherence to financial controls reporting timelines and regulatory expectations

Require excellent communication and stakeholder management skills to engage with both technical and business teams in a clear respectful and outcome oriented manner

Prefer familiarity with analytic methods or reporting tools that help interpret Nexthink and Service Now data for performance improvement and strategic planning purposes

Prefer experience in hybrid work environments managing distributed teams and coordinating with colleagues across time zones without the need for frequent travel

Prefer awareness of industry standards related to IT service management and end user computing so that practices can be aligned with mature frameworks and continuously refined

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies





We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.

At Cognizant we believe than our culture make us stronger!

Join us now!

#BeCognizant #IntuitionEngineered

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Tech Support Engineer
Req ID: 81845

Location: Apodaca, Other, Mexico

Be the first technical point of contact for the customer

Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases

Work closely with SE teams internally on larger networks and more complex issues

Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience

Identify and reproduce customer technical problems in a test/lab environment

Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution

Ensure proper case documentation and closure

Generate clear and concise documentation in the form of case notes, technical tips, and white papers

Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.

Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team

Manage customer expectations and make sure the customer is receiving the highest quality of service

Document customer issues for future reference and build a knowledge base of the solutions given to the customer

Actively participate in training and improve product and process knowledge

Understand the SLA's and work/align style of working towards meeting them

Versátil to support on-site work schedules as required.

Willingness to adapt to changing shifts and operational needs.

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