Cognizant Apprenticeship Program – IT Support Technician (Canada)
Apprenticeship: Program Overview
The IT Support Technician apprenticeship program is a one-year paid learning experience; in which new hires are required to complete specific learning hours and on-the-job training to ensure success in their new role and pass technical assessments along the way.
Upon graduating and receiving a certificate from the apprenticeship program, Associates will be eligible for continued employment with Cognizant based on education, work experience, technical assessment, performance evaluation, and client engagement.
Position Overview
By joining Cognizant as an Apprentice, you will work within the Cloud, Infrastructure & Security (CIS) practice to provide professional and technical support for clients across all industries and their systems and networks in the following areas: general system administration, network administration, cloud administration, and end user systems and application support. This is a client-facing role including regular interactions with various client managers.
New hires get trained in specific technical skills to enhance core skills and grow their career. Throughout your first year, we will support your progression and offer coaching, training, and support to help achieve long-term career goals at Cognizant.
Our associates' diverse set of backgrounds offer varied perspectives and inspire new ways of thinking. Join us!
Responsibilities
- Open to relocating within Canada for future assignments as required by business needs
- Be onsite all five days, Monday through Friday
- Work a24/7 rotation shift, meaning shift start and end times will vary and will often commence and/or end outside of normal business hours
- Provide first level support and resolution for Cognizant products, internal associates, and clients – including working on assigned tickets with a focus on account provisioning and problem solving
- Assess hardware & software related issues on Laptop, desktop, Display monitors, Docking station and all Peripherals.
- Work on New Employee IT Onboarding process by preparing their laptops, Desktops & Peripherals to be ready on Day 1 of their employment.
- Work on IT Asset retrieval from Users during their offboarding process.
- Answer and respond to inbound calls or electronic requests from end-users regarding incidents and log and track all incidents and requests
- Create detailed notes of the problem the user is experiencing, find steps they can take to fix the issue, handle the flow of incoming support requests, and update into the service desk tracking software
- Update general knowledge of current corporate, division, and facility-specific products; in addition to improving the ability to resolve requests on first contact
- Ability to create tickets, categorize and prioritize open items in action log and ensuring timely delivery across the organization
- Raise production issues quickly and drive resolution while communicating status and resolution path to client
- Follow up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Undergo training based on project requirements
Qualifications
- Associate degree or equivalent experience in an IT related field; such as Computer Science, Computer Engineering, Computer Engineering, Software Engineering, Information Systems
- CompTIA and/or AWS certification(s) preferred
- 1-2 years experience in end-user support and IT performance analysis role preferred
- Experience with 24/7 operations (i.e. call Centers in a voice support process)
- Comprehensive and up-to-date understanding of computer hardware and software
- Knowledgeable in Windows operating systems
- Proficient with task management, customer relationship management software; with good understanding of Microsoft Office suite
- Superb communication skills and ability to work in a team
- Strong multitasking skills handling voice calls and document records simultaneously
- Excellent time-management, organizational skills, and customer management
- Self-motivated individuals with strong analytical and problem-solving skills with the appetite to learn newer technologies
Location(s)
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client OR Cognizant office in Mississauga, Ontario.
Start Date(s)
New hires will start in April 2025. While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start dates will be communicated with enough time for you to plan effectively.
Post closing date
Applications will be accepted until March 14th, 2025.
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 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.
Our commitment to diversity and inclusion
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.
While our system allows application in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes.
About us
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.