Excellent Opportunity for a Level 2 Desktop Support Technician who provides technical support for hardware, software, and network-related issues escalated from Level 1 support. This role is responsible for diagnosing and resolving complex incidents, fulfilling service requests, managing IT assets, and ensuring timely resolution of technical problems in accordance with defined Service Level Agreements (SLAs). The ideal candidate combines strong troubleshooting skills with excellent customer service and the ability to work independently on moderately complex technical issues.
Key Responsibilities
Incident Management
- Serve as the escalation point for Level 1 support, handling tickets that require deeper technical investigation
- Diagnose and resolve hardware issues including desktops, laptops, printers, monitors, docking stations, and peripherals
- Troubleshoot software issues including operating systems (Windows/macOS), productivity suites (Microsoft 365, Google Workspace), and business-critical applications
- Resolve network connectivity issues at the endpoint level (Wi-Fi, VPN, LAN, DNS/IP conflicts)
- Perform root cause analysis for recurring incidents and document findings
- Prioritize and manage incident tickets based on severity, impact, and SLA requirements
- Escalate unresolved or highly complex issues to Level 3 support or specialized teams (network, server, security)
Service Request Management
- Process and fulfill service requests such as new hardware provisioning, software installations, account setup, and access changes
- Manage the full lifecycle of IT assets — imaging, deployment, configuration, and decommissioning of desktops and laptops
- Coordinate hardware/software procurement requests with vendors or internal procurement teams
- Perform user onboarding/offboarding tasks including equipment setup, account provisioning, and access de-provisioning
- Maintain and update the IT asset inventory and Configuration Management Database (CMDB)
Troubleshooting & Technical Support
- Perform advanced diagnostics using tools such as Event Viewer, Task Manager, Command Prompt/PowerShell, Terminal, and remote monitoring tools
- Troubleshoot Active Directory account issues (password resets, lockouts, group policy conflicts)
- Support imaging and deployment tools (SCCM, Intune, JAMF, or equivalent MDM platforms)
- Diagnose and resolve printer, scanner, and peripheral connectivity issues
- Support mobile device management (MDM) for company-issued smartphones and tablets
- Perform OS reinstalls, driver updates, and firmware upgrades as needed
- Troubleshoot email client issues (Outlook, Exchange, Gmail) including profile corruption and sync errors
Documentation & Reporting
- Document all incident resolutions, workarounds, and knowledge base articles for future reference
- Maintain accurate records in the ITSM ticketing system (ServiceNow, Jira Service Management, Freshservice, or similar)
- Contribute to and maintain internal knowledge base and standard operating procedures (SOPs)
- Provide regular status reports and trend analysis on recurring issues to management
Customer Service & Communication
- Deliver professional, courteous, and timely support to end users via phone, email, chat, and in-person
- Communicate technical information clearly to non-technical users
- Manage user expectations regarding timelines and resolution steps
- Follow up on open tickets to ensure customer satisfaction and closure
Compliance & Security
- Ensure all support activities comply with company IT security policies and data privacy regulations
- Apply security patches, antivirus updates, and endpoint protection configurations
- Identify and report potential security incidents (phishing, malware, unauthorized access)
- Support compliance audits by providing accurate asset and access documentation
Experience
- Good experience in a desktop support or IT service desk role
- Demonstrated experience handling Level 2 escalations and complex troubleshooting
- Experience with ITSM ticketing systems and SLA-driven environments
- Experience supporting a Windows and/or macOS enterprise environment
Technical Skills
- Strong knowledge of Windows 10/11 and/or macOS operating systems
- Proficiency with Microsoft 365 / Google Workspace administration
- Hands-on experience with Active Directory, Group Policy, and Azure AD/Entra ID
- Familiarity with remote support tools (TeamViewer, AnyDesk, Remote Desktop)
- Experience with endpoint management/imaging tools (SCCM, Intune, JAMF)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with antivirus/endpoint protection platforms
- Basic scripting knowledge (PowerShell, Bash) a plus
Soft Skills
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities in a fast-paced environment
- Customer-focused mindset with a professional demeanor
- Strong attention to detail and documentation habits
- Ability to work both independently and collaboratively within a team
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
