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Advanced Technical Support Technician

00069679161

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide as Advanced Technical Support Technician

Job Summary

1. Job Title : Advanced Technical Support Technician 2. Job Summary : This on site Advanced Technical Support Technician role focuses on managing and enhancing a large scale Service Desk Application Support environment for an international organization ensuring continuous availability high quality incident resolution and user satisfaction while mentoring technical staff and driving process improvements across global business units. 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: Service Desk App Support Domain Skills: 5. Nice to have skills : Domain Skills: 6. Technology : Service Desk 7. Shift : Availability 4am CST to 6pm CST. Responsibilities : -Manage daily operations of the Service Desk application support function to ensure timely and accurate resolution of incidents and requests while maintaining high customer satisfaction levels. -Coordinate with cross functional teams to analyze recurring issues in the Service Desk platform and implement sustainable fixes that reduce incident volume and improve overall stability. -Design and refine application support workflows for Service Desk tools to optimize ticket handling efficiency and minimize user wait times across multiple business units. -Implement monitoring and alerting strategies for critical Service Desk components to proactively identify performance degradation and prevent service disruptions. -Review complex tickets escalated from support teams and provide expert level troubleshooting and resolution to meet agreed service targets. -Collaborate closely with product owners and engineers to prioritize defect fixes and minor enhancements that directly improve the end user support experience. - -Drive continuous improvement initiatives by analyzing support metrics user feedback and root cause data to enhance processes and tooling. -Ensure strict adherence to organizational policies and compliance requirements within Service Desk operations to protect data integrity and privacy. -Coordinate planned maintenance activities for the Service Desk application ensuring clear communication to users and minimal disruption to business operations. -Guide and mentor support analysts by sharing technical expertise in Service Desk tools and best practices to elevate overall team capability. -Partner with training teams to design practical learning sessions and simulations that strengthen application support skills and readiness for new features. -Qualifications -Demonstrate ten to twelve years of progressive experience in application support with a significant focus on enterprise Service Desk platforms and related technologies. -Exhibit strong proficiency in incident problem and request management processes with practical use of common IT service management tools in large organizations. -Apply advanced troubleshooting skills across operating systems databases and integrations that underpin modern Service Desk solutions within hybrid environments. -Show practical experience in documenting technical procedures knowledge base articles and operational runbooks that enable consistent high quality support delivery. -Display familiarity with industry standard frameworks for service management which guide structured handling of incidents changes and service levels. -Illustrate effective communication skills to interact with business stakeholders technical teams and support analysts ensuring clear expectations and outcomes. -Present experience working in hybrid work models managing onsite and remote collaboration tools that support distributed Service Desk operations. -Highlight exposure to enterprise security and compliance practices that influence application support decisions and user access controls. -Showcase experience with reporting and analytics tools used to track Service Desk performance trends and inform continuous improvement actions. -Emphasize ability to mentor and guide technical team members to enhance troubleshooting depth process adherence and overall support quality. 9. Job Location : Primary Location :MXJAGUAA01(ITMEX Guadalajara JA-Aviacion-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : Associate [65PM14] 11. Demand Requires Travel? : No 12. Certifications Required : Recommended certifications include ITIL Foundation certification and any recognized Service Management or Application Support certification.

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.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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, state or local laws.

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 retirement plans, financial education, 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.

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What I value most about working at Cognizant is the opportunity to innovate while delivering real business impact. My role allows me to combine strategy, technology, and collaboration across global teams, which makes every project meaningful. The support for continuous learning and innovation has been instrumental in my growth.
Beata Ogorzala Senior Event 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
2
Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be.
Laura Reynaud Lead Counsel
3
When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.
Sujatha Gopalakrishnan Portfolio Delivery Lead
4
I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!
Lucas Hoffman Consultant

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