AdresField Support Technician- Onsite
About the group:
Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS) is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the rapidly evolving needs of the digital era. Our holistic approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to run the business in a secure environment.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, 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, subject to applicable law.
Roles and Responsibilities
Field Support Technician: Field Support Technician will be required to support each line of business on a dedicated basis. Recommended requirements:
Role Description
· Serve as the first point of contact for customers seeking technical assistance in person at support locations.
· Provide Level 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.
· Provides technical advice, guidance and informal training using hardware and software programs.
· Troubleshoots 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 enhance quality of problem resolutions.
· Provide a high level of customer service to users seeking problem resolution.
· Perform remote troubleshooting through diagnostic techniques and pertinent questions.
· Determine 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.
· Provide 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.
· Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking.
· Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
· Troubleshoot and fix Printer issues connected to Client network.
· Co-ordinate with Third party vendors to replace parts (or) fix issues with hardware.
· Performed Asset management HAM & SAM.
· Proficient in end-user network troubleshooting tools and practices.
Requirements
· Proven experience as a help desk technician or IT support technician
· Strong understanding and troubleshooting 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
· Customer-oriented technical professional
· Technical support professional with 1-2 years’ experience in the IT technical support field focused on end-user support technical support professional with 1-2 years’ experience in the IT technical support field focused on end-user support.
Location: Durham, North Carolina
Employee Status : Full Time Employee
Shift : Day Job
Travel : No
Job Posting : Mar 05 2024
About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @USJobsCognizant.Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
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.
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.
