Deskside Support Engineer - L3 Support

This is an excellent opportunity for Deskside Support Role professionals to be part of leading-edge technology projects. Cognizants Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and on-going support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources, while optimizing infrastructure performance and cost.

Key Responsibilities:

• To provide Level 3 support to internal customers regionally and globally for problems they have with customer issued hardware and software and access to systems.
• Responsible for the the majority of issues are tracked via a problem ticketing system with occasional walk-ups and phone calls when the end user cannot access the ticketing system or in case of urgency.
• Responsible for the tickets involve issues or projects related to the physical endpoints, the software installed, connectivity as well as virtual machine support. Additionally, as and when needed, supporting end users and peer groups related to network, server, voice and conferencing systems.
• To Support of key applications including operating system, security, performance, monitoring, client software, supporting systems and applications.
• To Perform complex troubleshooting and analysis to determine ways to improve a systems reliability, scalability, availability, and performance.
• Responsible to Work with engineers to design and implement solutions.
• Documentation of troubleshooting guides and Technical Product Training
• Responsible to participate in project meetings, liaise, and participate in meetings with vendors and software providers.
• To Provide support and mentoring to other team members
• To provide on-job training to new or inexperienced members of the team.
• Responsible for the end user systems within the corporate environments
• To Install, Configure and Maintain proprietary software, Cisco software, MAC OS and Microsoft products including but limited to Windows OS, Office 365, Webex, etc.
• Responsible to assist technical Project Managers in delivering projects System Administration, Project Management, BAU support & Global laptop inventory Management.

Required Skills

• Should have experience in role calls for a high level of customer focus and the ability to work to changing deadlines, changing priorities and the ability to work under a degree of pressure and independently.
• Working knowledge of virtualization, VMWare, or equivalent in IT concepts JAMF, KACE, Webex and EPM.
• Strong knowledge level of these technologies is required:
• Operating Systems: Windows 10, Mac OS, IOS, Android
• Experience in supporting systems software and hardware technologies.
• Should have experience in System administration and IT certifications in Microsoft, or other network related fields are a plus.
• Strong knowledge of Enterprises IT systems and networking software, hardware, and networking protocols.
• Demonstratable advanced experience with scripting such as Python, PowerShell and automation tools.
• A proven track record of developing and implementing IT strategy and plans.
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection and disaster recovery protocols.
• Strong technical background in Apple and Microsoft operating systems, Microsoft Office suite, Microsoft Exchange and Active Directory Administration.
• Strong knowledge of hardware for servers, workstations, and notebooks.
• Ability to research and provide solutions for infrastructure related products.
• Knowledge of corporate and external audit standards such as Sarbanes Oxley
• Knowledge of Webex chatbot and development with Python
• Hardware Technologies: IBM/Lenovo/Dell/Apple/HP Personal Computers
• Software Technologies: LDAP, Active Directory, SharePoint, Exchange, JAMF Administration, KACE- SMA & SDA, Beyond Trust Bomgar & Enterprise Privilege Management, MS Office, BitLocker, Imaging, Office 365, Advanced Knowledge in Service Now, Webex Platform& Unified Communications.
• Should have experience in Advanced Scripting: PowerShell, Python & Automation Experience
• Should Perform 24 x 7 On Call Support for corporate system.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.