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.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
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