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.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional sobre el empleo
La información sobre la compensación es exacta en la fecha de publicación de este anuncio. Cognizant se reserva el derecho de modificar esta información en cualquier momento, de conformidad con la legislación aplicable.
Es posible que se solicite a los solicitantes que asistan a entrevistas de forma presencial o mediante videoconferencia. Asimismo, durante cada entrevista, los candidatos podrán estar obligados a presentar un documento de identidad válido emitido por el estado o por el gobierno.
Cognizant es un empleador que ofrece igualdad de oportunidades. Su solicitud y candidatura no se evaluarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano ni cualquier otra característica protegida por las leyes federales, estatales o locales.
