Job Summary
This role is for a Systems Engineer with two to four years of experience focusing on incident management and service desk operations in a work from office rotational shift environment. The role involves resolving technology issues stabilizing services and enhancing user satisfaction while supporting reliable and secure business operations for a global organization.
Responsibilities
- Manage end to end incident handling activities by logging triaging and tracking incidents to ensure stable and reliable technology services for all business users.
- Coordinate with cross functional technical teams to analyze incident trends and implement corrective actions that reduce recurring issues and improve system resilience.
- Provide timely technical support to end users through the service desk by troubleshooting hardware software and network issues in a professional and efficient manner.
- Maintain accurate and detailed documentation of incidents requests and resolutions in the service desk tool to support audit readiness and continuous improvement.
- Collaborate with stakeholders to prioritize incidents based on business impact and urgency ensuring that critical services are restored within agreed timelines.
- Monitor system alerts and service health dashboards to proactively identify issues and initiate incident records before they impact business operations.
- Execute standard operating procedures for incident escalation and communication ensuring that impacted users receive clear updates throughout the incident lifecycle.
- Perform root cause analysis for significant incidents and contribute to post incident review reports that capture learnings and preventive measures.
- Support the implementation of knowledge articles and troubleshooting guides that empower service desk teams and users to resolve recurring issues more efficiently.
- Adhere to defined service level agreements and operational level agreements by tracking response and resolution times for all incidents and service requests.
- Participate in rotational shifts in a work from office model by providing consistent coverage across business hours and off hours as required by operational needs.
- Contribute to process improvement initiatives by suggesting practical changes in workflows tools or documentation that enhance service quality and user experience.
- Support compliance with organizational policies and security standards by following approved procedures while handling user access configurations and incident resolutions.
Qualifications
- Possess professional experience of two to four years in systems engineering or technical support roles with a strong focus on service desk and incident management activities.
- Demonstrate hands on expertise in using enterprise service desk tools and incident tracking systems to manage tickets categorize issues and maintain accurate records.
- Apply sound troubleshooting skills across operating systems common enterprise applications and basic networking concepts to resolve user issues effectively.
- Communicate clearly and empathetically with users and technical teams by explaining issues gathering information and documenting outcomes in a structured manner.
- Exhibit strong analytical thinking and problem solving abilities by identifying patterns in incidents and recommending practical solutions that reduce future disruptions.
- Adapt effectively to rotational shift schedules and a work from office environment while maintaining consistent performance and focus on service quality.
Certifications Required
ITIL Foundation Certification or equivalent entry level IT service management certification is preferred for this systems engineer role.
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。
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