Job Summary
Infra Technology Specialist role responsible for delivering high quality remote service desk and desktop support for a global hybrid workforce ensuring stable end user computing secure access and seamless incident resolution while collaborating with cross functional teams using analytics to identify trends optimize support processes and elevate employee experience in both Portuguese and English environments.
Responsibilities
- Deliver remote service desk support by accurately logging categorizing and resolving incidents and service requests to maintain consistent end user productivity across global teams.
- Provide specialized remote desktop support by troubleshooting operating systems applications and hardware issues to restore services within agreed timelines and improve user satisfaction.
- Coordinate hybrid work model support by assisting onsite and remote users with connectivity device configuration and collaboration tools to ensure reliable access to enterprise resources.
- Implement standardized incident management practices by following defined procedures and knowledge assets to reduce resolution times and increase first contact resolution rates.
- Analyze recurring incidents and service patterns by leveraging basic analytics concepts to identify root causes and recommend long term preventive actions.
- Optimize knowledge base content by documenting solutions workarounds and procedural updates to enable self service and reduce repetitive tickets.
- Collaborate with infrastructure and application teams by providing detailed incident insights and logs to accelerate problem management and minimize business disruption.
- Perform proactive health checks on critical end user services by monitoring alerts and key performance indicators to detect and remediate issues before they impact users.
- Ensure strict adherence to security and compliance guidelines by validating user identities applying approved configurations and safeguarding confidential information in all support interactions.
- Communicate effectively with users in Portuguese and English by using clear and inclusive language to guide them through troubleshooting steps and set realistic expectations.
- Support continuous improvement initiatives by sharing feedback on tools processes and user pain points to help refine service desk operations and enhance overall experience.
- Utilize remote management tools responsibly by performing software installations updates and configuration changes to maintain standardized and secure desktop environments.
- Document daily activities and performance metrics by updating tickets and reports accurately to support transparency audit readiness and data driven decision making.
Qualifications
- Possess ten to twelve years of progressive experience in remote service desk and desktop support environments handling complex enterprise scale user bases.
- Demonstrate strong expertise in end user computing technologies including operating systems productivity suites endpoint security solutions and remote access tools relevant to modern workplaces.
- Exhibit hands on experience in managing service desk ticketing platforms incident queues and escalation workflows to consistently meet or exceed service level objectives.
- Show familiarity with analytics concepts applied to service operations such as trend analysis ticket categorization and basic reporting to support insight driven improvements.
- Communicate fluently in Portuguese and English with the ability to read write and speak both languages in a professional support context across multiple regions.
- Apply sound understanding of IT service management practices including incident request and problem handling to align support outcomes with organizational standards.
- Display strong customer orientation patience and accountability when engaging users in hybrid work setups to build trust and improve digital workplace experiences.
- Maintain adaptability to evolving tools processes and enterprise technologies while continuously upskilling to support future ready infrastructure services.
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。