What are the responsibilities and job description for the Field Support Technician - Onsite position at Cognizant?
Field Support Technician - Onsite
Location : Dallas, Texas – This is an onsite position
Field Support Technician will be required to support each line of business on a dedicated basis.
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.
Handle IMAC requests and support customers in nearby customer building through schedule.
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
Salary and Other Compensation :
The annual salary for this position is between $49,001 – $107,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and is 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 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.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.)
IND123
Salary : $49,001 - $107,000
