We're looking for a detail-oriented IT Support & Automation Specialist to manage our ticketing operations, keep multi-platform systems in sync, and build lightweight automation that eliminates manual, repetitive work. This role suits a technical support professional who is equally comfortable troubleshooting hardware/software issues, coordinating with agents to resolve tickets, and writing Python scripts that turn hours of manual reconciliation into minutes of automated processing.
Key Responsibilities
Manage the full ticket lifecycle: verify correct intake, reassign and correct miscategorized or incomplete tickets, and track resolution progress in Freshdesk (or equivalent ticketing platforms).
Audit and reconcile ticket data across a primary ticketing system and a secondary platform (e.g., Freshdesk ↔ Clarity), ensuring status consistency and data integrity between tools.
Produce weekly reports on inactive/stale tickets and coordinate directly with support agents to drive tickets to closure.
Provide phone-based technical support (24/7 rotation) to end users across multiple regions/countries via VoIP tools such as SPhone or Freshcaller.
Design, build, and maintain Python-based automation tools to synchronize data between platforms via REST APIs, handling batch processing and on-demand bulk operations (e.g., using Pandas).
Diagnose and resolve hardware and software issues on desktops/notebooks running Windows; perform builds, repairs, and preventive maintenance.
Administer Active Directory tasks (password resets, account unlocks) and manage Microsoft 365 device assignment, modification, and relocation.
Staff help desk / mesa de ayuda functions, guiding end users on digital tools and resolving incidents across rotating client accounts.
Requirements:
2+ years of experience in technical/help desk support, ticket management, or IT service desk roles.
Hands-on experience with ticketing platforms (Freshdesk, Kayako, Clarity, or similar) and VoIP support tools (Freshcaller, SPhone, or similar).
Working knowledge of Python for scripting and process automation; familiarity with REST APIs and Pandas is a strong plus.
Solid understanding of Windows hardware/software troubleshooting, PC/notebook assembly and repair.
Experience with Active Directory administration and Microsoft 365 device/user management.
Strong organizational skills with the ability to manage recurring reporting cycles and multi-platform data audits.
Comfortable working rotating or on-call phone support shifts and collaborating across distributed teams and client accounts.
Bonus: exposure to web basics (HTML/CSS/JavaScript, SQL) or design tools (Photoshop/Illustrator) for cross-functional support tasks.
Please, upload your resume in English.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Why Join Us?
Own end-to-end improvements to support operations — not just ticket triage, but the automation that removes the manual work behind it.
Work across a variety of client environments and industries, broadening your technical exposure.
Hybrid/remote flexibility with a stable, full-time role and room to grow into automation/DevOps-adjacent responsibilities.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
