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.
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。
