Technical Support

Cognizant•Seattle, WA

About The Position

Technical Support Location : Seattle , WA Roles and responsibilities : Primary responsibilities to resolve the end users reported desktop/laptop issues including hand held devices troubleshooting Secondary responsibilities to resolve the Service Desk, Infra teams support activities Direct attached printer support (Personal and Network) Wireless support (WIFI support) Mobile Device Support (iPhone and iPad, including account management and device setup) Configuration, provisioning, asset tagging and fulfillment of all end user Equipment (including handsets, peripherals, audio headsets) and Services (audio & web conferencing) IMACs, including required patching and cabling at the desk and in the LAN closets Equipment vendor coordination or perform repair for break-fix IT equipment lifecycle management Imaging and deployment of customer defined Windows image versions. Support including inventory management, coordination with Procurement Team ordering the devices and handling consignment for inventory replenishment Desktop Asset disposition - returns, recycle, disposal, vendor coordination Support of all customer standard end user computing products. Provide hands and feet support for customer Infra teams at offshore (Network, Telephony, Airwatch, Server Support, etc.) Support of all-in-one printers and network-based scanning, including primary responsibility for account management with vendor, configuration and maintenance. Perform weekly health checks. Support video conferences and events. Perform Onboarding and Offboarding for employees. Work out of the Local IT Service Now queue on triage/incidents/requests Carry official communications with the users and leadership team over email. Provide IT support and maintenance for user desktop issues, IMACD , Smart Hands support in the other site locations within the country during business hours.

Requirements

Hands on experience on deskside engineer role
Previous experience of Field Services
ITIL Knowledge
SNOW ticketing tool experience
Graduation and min 4 years of relevant Exp
Knowledge of CISCO Meraki devices, Network equipment (Switches, Routers, AP, Servers, etc.)
Flexible to Travel
Available for Off-business hours support during critical outages.

Nice To Haves

Knowledge and support experience with Windows 7,Windows 10, iOS device.
Experience in resolving Windows 10 operating system
Experience in resolving application errors with respect to various applications such as Office, outlook, Adobe, etc.
Experience in Windows & MAC upgrades
Knowledge of imaging, deployment and troubleshooting Operating system
Knowledge of Office 365 applications
Hands-on experience on patching through SCCM.

Responsibilities

Resolve end users reported desktop/laptop issues including hand held devices troubleshooting
Resolve the Service Desk, Infra teams support activities
Direct attached printer support (Personal and Network)
Wireless support (WIFI support)
Mobile Device Support (iPhone and iPad, including account management and device setup)
Configuration, provisioning, asset tagging and fulfillment of all end user Equipment (including handsets, peripherals, audio headsets) and Services (audio & web conferencing)
IMACs, including required patching and cabling at the desk and in the LAN closets
Equipment vendor coordination or perform repair for break-fix
IT equipment lifecycle management
Imaging and deployment of customer defined Windows image versions.
Support including inventory management, coordination with Procurement Team ordering the devices and handling consignment for inventory replenishment
Desktop Asset disposition - returns, recycle, disposal, vendor coordination
Support of all customer standard end user computing products.
Provide hands and feet support for customer Infra teams at offshore (Network, Telephony, Airwatch, Server Support, etc.)
Support of all-in-one printers and network-based scanning, including primary responsibility for account management with vendor, configuration and maintenance. Perform weekly health checks.
Support video conferences and events.
Perform Onboarding and Offboarding for employees.
Work out of the Local IT Service Now queue on triage/incidents/requests
Carry official communications with the users and leadership team over email.
Provide IT support and maintenance for user desktop issues, IMACD , Smart Hands support in the other site locations within the country during business hours.