IT Field Service Technician

4 weeks ago

Cincinnati, Ohio, United States Cognizant Technology Solutions Full time

IT Field Service Technician

Location : Cincinnati - OH ( Onsite )

IT Field Service Technician will provide local IT support services for assigned Allegion facilities. This role focuses on improving support methodologies for manufacturing support in labor reduction, cost reduction, security, reliability, key feature and technological improvements and integrations, standardization, M&A integrations. Support of this site includes regular day hours Monday through Friday and off hours support is required from time to time. Primary accountabilities include.


• Be empowered and accountable in providing advanced technical support and resolutions, at a 3rd level, to exceed end-user expectations per Service Level Agreement metrics.


• Demonstrate independent troubleshooting and decisive problem solving.


• Actively participate in assigned projects to drive operational and/or IT improvements.


• Perform root cause analysis to eliminate reoccurring incidents.


• Provide immediate technical support and resolutions for highly complex environments (i.e., shop floor), after business hours, as necessary.


• Participate in the creation and reinforcement of standards for Field Services.


• Work with cross functional teams in support of project initiatives in defining the IT support scope.


• Follow and promote defined ITIL procedures.


• Assist with support of network, server, and business infrastructure.


• Vet and define proposed shop floor processes in compliance with Allegion Networking and Security policies and standards.


• Install technology hardware and software that fulfill project requirements according to standards or requirements.


• Perform other assigned operational duties.

Minimum Qualifications


• A minimum of 3-6 years' work experience supporting Manufacturing and Warehouse environments, specifically, a high level functional and technical working knowledge of Microsoft Windows Operating Systems (Windows 10, Windows 11) Apple OSX, Linux Ubuntu, Microsoft Office Suites Office 365, and Microsoft Software (SharePoint, Teams, Visio).


• Mobile environment operating systems; Apple iOS. Android, Windows CE.


• Must have outstanding and highly professional verbal and written communications skills and effective at communicating highly technical issues in a non-technical manner, considerate of each customer's focus and priority.


• Experience with PC Hardware troubleshooting


• Experience with serial-based technologies (PLC's, scanners, printers).


• Experience with handheld scanners.


• Basic Audio-Visual Support


• Experience supporting label, laser, and multifunction printing.


• Broad technical IT knowledge and awareness of industry trends.


• Operational Excellence - Root Cause Analysis, process, risk reduction, security, and controls, change management.


• Advanced troubleshooting skills.


• Relationship management and conflict resolution management.


• Experience with telephony technologies.


• Exposure to broad spectrum of IT applications and IT architecture.


• Working in cross functional teams and the ability to work as part of a virtual team.


• Ability to multitask and prioritize effectively.


• Candidate must be a self-motivated problem solver operating with limited supervision to help achieve goals for a global team.


• Onsite position


• Degree in computer science for IT or related.


• Network + certification nice to have.

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 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.

Why Cognizant ?


• Collaborate with a community of experts to enhance and expand your skills


• Join a team where global culture embraces diversity of thought and background.


• Find balance with our hybrid model that prioritizes your health, safety and well-being.


• Opportunity to work for leading global companies while advancing your career.

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