Job title

COGNIZANT IS LOOKING FOR Field Engineer (L2 Support)

Location

San Diego - CA

Experience

Seeking a highly skilled Technical Lead with demonstrated ability in Service Desk and Field Services. Must have expertise in Service Desk and nice to have experience in Desktop Support and Service Desk Applications.

Nice to have skills

Technical Skills- Service Desk Asset Services Desktop Support - Remote Service Desk App Support Service desk - UAM

Roles & Responsibilities

As a Technical Lead you will be responsible for managing a team of technical experts providing guidance and support in Service Desk and Field Services. You will collaborate with cross-functional teams to ensure efficient and effective service delivery resolve technical issues and implement standard processes. Additionally, you will contribute to the development and improvement of service desk processes and procedures.

• 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.
• Fixes 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.
• Deliver 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.
• 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.
• Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking.
• Handle IMAC requests and support customers in nearby customer building through schedule.
• Level 1 video conferencing support including fix 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

• Demonstrable experience as a help desk technician or IT support technician
• Solid 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 focused technical professional

The hourly rate for this position is between $37 – $41 per hour, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

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 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, subject to applicable laws.