Deskside Services L2 (DSSL2)

Top Skills Required:
1. High degree of professionalism and ability to communicate clearly to all levels within the organization. Ability to drive high levels of Customer Satisfaction.
2. High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment. Ability to troubleshoot and resolve problems in a timely manner. Experience with Mac devices and using ServiceNow is a plus.
3. High level of initiative and proactiveness, and a continuous improvement mindset. Taking the lead in resolving issues without handholding.

JD:
Cognizant Deskside Level 2 Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects. This Deskside Level 2 position will support the world's largest automotive manufacturer in one of their facilities, including manufacturing, logistics, part distribution center, research and development, engineering, or office locations. The Deskside Level 2 technician reports to a Cognizant Team Leader or Regional Service Manager, but may also take direction from the supported customer as well. The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player. The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs. Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1st. 2nd, 3rd) and may also require occasional on-call rotations covering after-hours shifts.

Required Skills:
• Must have strong troubleshooting skills across multiple technologies
• Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end-user devices
• Analyze, resolve, respond to, and document end-user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot the operating system
• Troubleshoot connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution details
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Strong understanding and skills in SLA, KPI Management
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling

Ability to be the face of Cognizant and provide an outstanding end-user customer experience. Desire for continual learning and skill development, and is always striving to make incremental improvements.
Punctuality, dependability, and a strong work ethic are key attributes for this position.
Expected start time is 8:00 a.m. MON-FRI with occasional need for OT and possibly weekend work if projects or other activities must be completed when the facility is not in normal business operations.