Deskside Services L2 Warsaw IN

IPolarity•Whippany, NJ

23h•Onsite

About The Position

Cognizant Deskside Level 2 Support Technicians provide on-site support for the desktop environment, including deployment of End User devices such as Desktops, Laptops, Mobile devices, and other hardware. They may also assist other technicians with higher complexity tasks and IT projects. This specific Level 2 position will support the world’s largest automotive manufacturer in one of their facilities, which could include manufacturing, logistics, part distribution centers, research and development, engineering, or office locations. The technician reports to a Cognizant Team Leader or Regional Service Manager but may also take direction from the supported customer. The role requires good communication, administrative, and documentation skills, and the ability to be a strong team player. The supported facilities are very large, requiring the technician to walk long distances frequently throughout the day, often while carrying items up to 50lbs. Depending on the facility type, this position may also require working variable or flexible shifts (1st, 2nd, 3rd) and occasional on-call rotations covering after-hours shifts.

Requirements

High degree of professionalism and ability to communicate clearly to all levels within the organization.
Ability to drive high levels of Customer Satisfaction.
High level of knowledge and experience supporting Microsoft end-user devices in a deskside support environment.
Ability to troubleshoot and resolve problems in a timely manner.
Strong troubleshooting skills across multiple technologies.
Must be able to walk long distances.
Must be able to lift up to 50 lbs without assistance.
Punctuality, dependability, and a strong work ethic.

Nice To Haves

Experience with Mac devices.
Experience using ServiceNow.
High level of initiative and proactiveness.
Continuous improvement mindset.
Ability to take the lead in resolving issues without handholding.
Will often work in dirty, hot or cold environments.
May need to work while kneeling.

Responsibilities

Provide Level 2 technical assistance and support for hardware/software issues related to end-user devices.
Analyze, resolve, and document end-user inquiries.
Install desktop/laptop software using approved tools.
Troubleshoot operating systems.
Troubleshoot LAN/WAN connection issues.
Update tickets with accurate and timely records of work performed and resolution details.
Maintain and contribute to a knowledge base.
Coordinate hardware warranty repairs.
Escalate issues to 3rd party vendors when necessary.
Raise and coordinate problem management issues.
Perform additional tasks (end-user/infrastructure related) as required.
Participate in projects.
Manage SLAs and KPIs.
Provide an outstanding end-user customer experience.
Strive for continual learning and skill development, making incremental improvements.