Systems Engineer

Cognizant Technology Solutions • Los Angeles, CA

187d • $50,000 - $59,500

About The Position

We are looking for Desktop Support Technicians for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers. As part of our elite Deskside support team that provides technical support and expertise to our End Users, VIPs, and their administrative assistants. This team works in a total contact ownership model that includes receiving direct intake from our executives and End Users working every incident or request through to fulfillment. This team is responsible for <15 min response time and >80% first contact resolution.

Requirements

• 2 to 5 years of experience in maintaining, analyzing, troubleshooting, and repairing hardware and computer systems.
• Expertise in supporting End User Computing hardware and software (Windows and MAC), including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, and VDI.
• Experience in documenting, tracking, and monitoring incidents and problems to ensure timely resolution in ServiceNow, Remedy or similar ticketing systems.
• Deep subject matter expertise in hardware, peripherals, and enterprise software support.
• Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and similar tools to support first contact resolution.
• Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
• Ability to manage and organize workload and utilize resources to ensure Executive issues and requests are resolved.
• Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment.
• Experience following policies and guidelines on security and confidentiality.
• Focused team player with strong ability to provide independent leadership for successful project outcomes.
• Excellent communication, interpersonal and analytical skills.
• Experience performing system administration responsibilities within an enterprise environment.
• Experience supporting end to end technology services and solutions.
• Experience supporting Audio Video Conferencing technology and Live Meeting Streaming.

Nice To Haves

• Industry Certifications like A+ and ACMT.
• Desktop Support or Customer Service Certifications.
• ITIL Foundations Certification.
• Baseline OEM Certs / Hardware Repair Certs.
• Experience with Service Now ITSM Tool Suite.

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 the situation, apply skills with knowledge of the environment to resolve or escalate issues.
• Provide customer service and problem-solve computer issues.
• Provide 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees