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IT Support & Automation Specialist

00070430945

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.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: 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.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: 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.
  • Inclusion: 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.

About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
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The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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