This is an excellent opportunity for Desk side Support Role 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 ongoing 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:
1. Provide 1st and 2nd line support to internal customers regionally and globally for problems related to customer-issued hardware and software and access to systems.
2. 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.
3. Handle tickets involving issues or projects related to physical endpoints, installed software, connectivity, and virtual machine support. Additionally, support end users and peer groups related to network, server, voice, and conferencing systems as needed.
4. Support key applications including operating systems, security, performance, monitoring, client software, and supporting systems and applications.
5. Perform complex troubleshooting and analysis to determine ways to improve a system’s reliability, scalability, availability, and performance.
6. Work with engineers to design and implement solutions.
7. Document troubleshooting guides and provide Technical Product Training.
8. Participate in project meetings and liaise with vendors and software providers.
9. Provide support and mentoring to other team members.
10. Offer on-job training to new or inexperienced team members.
11. Responsible for end user systems within corporate environments.
12. Install, configure, and maintain proprietary software, Cisco software, MAC OS, and Microsoft products including, but not limited to, Windows OS, Office 365, Webex, etc.
13. Assist technical Project Managers in delivering projects, System Administration, Project Management, BAU support, and Global laptop inventory Management.
Required Skills:
1. Experience in a role that requires a high level of customer focus and the ability to work to changing deadlines and priorities while working under pressure and independently.
2. Experience in supporting systems software and hardware technologies.
3. Experience in System administration and IT certifications in Microsoft or other network-related fields are a plus.
4. Working knowledge of virtualization, VMWare, or equivalent.
5. Strong knowledge of enterprise IT systems and networking software, hardware, and protocols.
6. Demonstrable advanced experience with scripting such as Python, PowerShell, and automation tools.
7. A proven track record of developing and implementing IT strategy and plans.
8. Strong knowledge of implementing and developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols.
9. Strong technical background in Apple and Microsoft operating systems, Microsoft Office suite, Microsoft Exchange, and Active Directory Administration.
10. Strong knowledge of hardware for servers, workstations, and notebooks.
11. Ability to research and provide solutions for infrastructure-related products.
12. Knowledge of corporate and external audit standards such as Sarbanes-Oxley.
13. Knowledge of Webex chatbot and development with Python.
14. Strong knowledge level of these technologies is required:
1. Operating Systems: Windows 10, Mac OS, IOS, Android.
2. Hardware Technologies: IBM/Lenovo/Dell/Apple/HP Personal Computers.
3. 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.
15. Experience in Advanced Scripting: PowerShell, Python & Automation Experience.
16. 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.
Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.
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