What are the responsibilities and job description for the Help Desk Technician position at Cognizant?
About the Role
Cognizant's Cloud, Infrastructure, and Security Services Practice is all about driving digital transformation by modernizing core infrastructure across layers. We help customers transform their infrastructure and workplace to meet evolving needs.
As a Field Service Technician, you will provide onsite support for IT infrastructure and applications, ensuring smooth operations and minimal downtime.
Responsibilities:
- Imaging and deployment of new laptops and mobile devices.
- User onboarding/offboarding: setting up workplaces, managing laptops and devices, collecting assets.
- Update IT Assets inventory and coordinate with Regional IT Manager for EOL IT asset disposal.
- Provide Level 2 computer/application support, fix hardware/software issues, and engage vendor support for repairs.
- Resolve IT support incidents, maintain SLAs, and document support activities in ServiceNow.
- Monitor backups from covered systems and perform DR restore tests.
- Update and patch client PC environments and local Server Infrastructure.
- Install and update approved software, remediate Rapid7 reported vulnerabilities, and document security exceptions.
- Support network-connected infrastructure like AV systems, meeting rooms, access control, and video surveillance.
- Patch firmware on hosts, Windows, and installed software according to corporate system vulnerability and patch management policy.
- Ensure patching systems are mapped during agreed maintenance windows.
- Provide 'hands and feet' support to Corporate IT infrastructure and Operations teams for site IT infrastructure.
