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Technical Support Specialist

1 month ago

Houston, Texas, United States Cognizant North America Full time
About the Role

Cognizant North America is seeking a skilled Technical Support Specialist to join our team. As a key member of our Deskside Services team, you will provide technical support and expertise to our end users, VIPs, and their administrative assistants.

This is a client-facing role that requires regular interactions with various client managers. You will work face to face to assess situations, apply your skills, and resolve or escalate issues to get a resolution and restore service or provide information.

The ideal candidate will have 2-5 years of experience in maintaining, analyzing, troubleshooting, and repairing hardware and computer systems. You will be responsible for monitoring intake channels, responding to questions or problems, and providing customer service, problem-solving computer issues, and hardware and application support.

This role requires strong analytical and communication skills, as well as the ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment.

Key Responsibilities
  • Monitor intake channels (phone calls, texts, emails, Slack, SNOW tickets) to quickly respond to any question or problem our users have with technology.
  • Work face to face to assess situations, apply your skills, and resolve or escalate issues to get a resolution and restore service or provide information.
  • Provide customer service, problem-solve computer issues, and hardware and application support.
  • Install software upgrades, create, and maintain documentation.
  • Perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks.
Requirements
  • Bachelor's degree in Computer Science or related field or +2 years' additional experience.
  • 5+ years' experience in a Deskside Support role with at least 3 years face-to-face support.
  • 5+ years supporting MAC and Windows platforms.
  • Expertise with MS Office suite, including Outlook.
  • Tier 2+ level networking skills (VLANs, DHCP, DNS).