About the group:

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

EEO Statement & Accommodations:

We are 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. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Role: Field Service, Support Technician

Location: Durham, NC

Roles & Responsibilities:

Support Technician will be required to support each line of business on a dedicated basis. Recommended requirements:

• Serve as the first point of contact for customers seeking technical assistance in person at support locations. Provide Level 1 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems. Provide Remote support for customers and resolve issues. Engage Field service team for hardware issue/Conference room/Printer issues etc which cannot be resolved through remote.
• Synch with Field support team schedule appointment for service provider.
• Provides technical advice, mentorship and informal training using hardware and software programs.
• Solves problems and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Flexible, able to multitask, and prioritize reported issues. Develops an understanding of appropriate procedures, policies, practices, and systems. Maintains a knowledge database to improve quality of problem resolutions. Deliver a high level of customer service to users seeking problem resolution. Perform remote tackle through diagnostic techniques and pertinent questions.
• Resolve the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Deliver accurate information on IT products or services.
• Record events and problems and their resolution in internal ticketing systems.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Solve video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events. Engage Field services for Printer issues connected to Client network. Co-ordinate with Third party vendors to replace parts (or) fix issues with hardware. Perform Asset management HAM & SAM.
• Proficient in end-user network solve tools and practices. Demonstrable experience as a help desk technician or IT support technician. Solid grasp and solve resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems. Ability to diagnose and resolve basic to moderately complex end-user technical issues. Proficiency in English, excellent task management, verbal, and written communication skills. Technical support professional with 1-2 years’ experience in the IT technical support field focused on end-user support.

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time.