Job Summary
Infra Technology Specialist role supporting hybrid workplace environments with focus on Macintosh OS X laptops Windows endpoints and remote desktop support while using enterprise service management tools. The role requires ten to twelve years of experience in complex infrastructure support for large organizations driving reliable device operations for business users across global locations.
Responsibilities
- Provide advanced technical support for Macintosh OS X laptops by diagnosing complex issues performing root cause analysis and restoring device functionality to minimize user downtime
- Deliver expert Windows desktop and laptop support by resolving operating system application and hardware incidents with a strong focus on stability and user productivity
- Manage remote desktop support operations for distributed teams by using secure tools to troubleshoot devices without physical access and ensuring timely resolution of requests
- Handle end to end incident request and problem workflows in Service Now by logging categorizing prioritizing and updating tickets with clear and accurate technical details
- Monitor daily service queues in Service Now by tracking service levels escalating critical issues when needed and ensuring adherence to agreed response and resolution timelines
- Implement standardized configurations and best practices for Macintosh OS X and Windows devices by following enterprise policies and improving consistency across the endpoint estate
- Collaborate with cross functional infrastructure teams by sharing findings from incidents contributing to knowledge articles and aligning on improvement actions that enhance service reliability
- Create and maintain detailed technical documentation for operating procedures standard troubleshooting steps and configuration baselines to support knowledge reuse across the support team
- Drive continual service improvement initiatives by analyzing incident trends identifying recurring issues and proposing configuration or process enhancements that reduce future disruptions
- Coordinate hybrid work model support activities by planning onsite and remote assistance schedules ensuring appropriate coverage and adapting support approaches to user location needs
- Support analytics related use cases by enabling reliable device performance for data tools addressing connectivity and security requirements and working with analytics teams on specialized setups
- Ensure compliance with security and governance requirements by applying patches enforcing endpoint protection configurations and following approval processes for changes on user devices
- Communicate clearly with business stakeholders by explaining technical issues in simple terms setting realistic expectations and providing regular updates until resolution
Qualifications
- Exhibit strong hands on expertise in Macintosh OS X laptop support by managing imaging enrollment updates and advanced troubleshooting across varied hardware models
- Demonstrate deep proficiency in Windows desktop support by handling complex operating system issues driver conflicts application failures and user profile challenges in enterprise settings
- Apply extensive experience in remote desktop support by using secure remote tools supporting users in multiple time zones and resolving issues without onsite intervention
- Utilize solid working knowledge of Service Now by managing incidents requests problems and change tasks while maintaining accurate and auditable records for every interaction
- Bring ten to twelve years of infrastructure support experience by working in large scale environments with standardized processes global stakeholders and strict service expectations
- Adapt effectively to hybrid work models by balancing remote collaboration onsite engagements and virtual troubleshooting practices that maintain high service quality
- Leverage any exposure to analytics domains by understanding the device and performance needs of analytics professionals and supporting their specialized tools and workflows
- Demonstrate strong communication and customer service capabilities by engaging respectfully with users managing difficult situations calmly and focusing on practical outcomes
- Apply structured problem solving and analytical thinking by using data from monitoring tools ticket trends and user feedback to design sustainable technical solutions
- Maintain continuous learning habits by staying current with emerging Macintosh OS X and Windows features remote support techniques and enterprise service management practices
- Exhibit strong collaboration skills by working closely with peer teams such as network security and application support to ensure coherent end to end incident resolution
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
