This is an excellent opportunity for Deskside Support professionals to be part of leading-edge technology projects. Cognizant's Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and on-going support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources, while optimizing infrastructure performance and cost.
Key Responsibilities:
* Provide 1st and 2nd line support to internal customers regionally and globally for problems they have with customer issued hardware and software and access to systems.
* Track the majority of issues via a problem ticketing system, with occasional walk-ups and phone calls when the end user cannot access the ticketing system or in case of urgency.
* Handle issues or projects related to physical endpoints, the software installed, connectivity, as well as virtual machine support. Additionally, support end users and peer groups related to network, server, voice, and conferencing systems as needed.
* Support key applications including operating system, security, performance, monitoring, client software, supporting systems, and applications.
* Perform complex troubleshooting and analysis to determine ways to improve a system's reliability, scalability, availability, and performance.
* Work with engineers to design and implement solutions.
* Document troubleshooting guides and provide Technical Product Training.
* Participate in project meetings, liaise, and engage in meetings with vendors and software providers.
* Provide support and mentoring to other team members.
* Provide on-job training to new or inexperienced members of the team.
* Manage the end user systems within the corporate environments.
* Install, configure, and maintain proprietary software, Cisco software, MAC OS, and Microsoft products including but not limited to Windows OS, Office 365, Webex, etc.
* Assist technical Project Managers in delivering projects, System Administration, Project Management, BAU support & Global laptop inventory Management.
Required Skills
* Experience in a role that requires a high level of customer focus, the ability to work to changing deadlines, changing priorities, and the ability to work under a degree of pressure and independently.
* Experience in supporting systems software and hardware technologies.
* Experience in System administration and IT certifications in Microsoft, or other network-related fields are a plus.
* Working knowledge of virtualization, VMWare, or equivalent.
* Strong knowledge of Enterprises IT systems and networking software, hardware, and networking protocols.
* Demonstrable advanced experience with scripting such as Python, PowerShell, and automation tools.
* A proven track record of developing and implementing IT strategy and plans.
* Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols.
* Strong technical background in Apple and Microsoft operating systems, Microsoft Office suite, Microsoft Exchange, and Active Directory Administration.
* Strong knowledge of hardware for servers, workstations, and notebooks.
* Ability to research and provide solutions for infrastructure-related products.
* Knowledge of corporate and external audit standards such as Sarbanes Oxley.
* Knowledge of Webex chatbot and development with Python.
* Strong knowledge level of these technologies is required:
o Operating Systems: Windows 10, Mac OS, IOS, Android
o Hardware Technologies: IBM/Lenovo/Dell/Apple/HP Personal Computers
o Software Technologies: LDAP, Active Directory, SharePoint, Exchange, JAMF Administration, KACE- SMA & SDA, Beyond Trust - Bomgar & Enterprise Privilege Management, MS Office, BitLocker, Imaging, Office 365, Advanced Knowledge in Service Now, Webex Platform & Unified Communications.
* Experience in Advanced Scripting: PowerShell, Python & Automation Experience.
* Perform 24 x 7 On Call Support for corporate systems.
At Cognizant, you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.
You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.
Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.
The Cognizant community:
* Cognizant is a global community with more than 300,000 associates around the world.
* We don't just dream of a better way - we make it happen.
* We take care of our people, clients, company, communities, and climate by doing what's right.
* We foster an innovative environment where you can build the career path that's right for you.
About us:
Cognizant 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 (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity, and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted, and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws.
Disclaimer: Compensation 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. 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.
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