Deskside Services L2 - Only W2

About the role

This Deskside Level 2 position supports the world's largest automotive manufacturer in various facilities including manufacturing, logistics, part distribution centers, research and development, engineering, and offices. The Level 2 technician works closely with customers and may also take direction from them.

Responsibilities

• Provide Level 2 technical assistance and support, and resolve HW/SW problems related to end user devices
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot operating system and connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed, and resolution detail
• Maintain and contribute to a knowledge base
• Cookier warranty repair coordination
• Escalate to third-party vendors when necessary
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Must have strong troubleshooting skills across multiple technologies
• Strong understanding and skills in SLA, KPI Management
• Must be able to walk long distances and lift up to 50 lbs without assistance
• Work in dirty, hot or cold environments and may need to work while kneeling
• Be the face of Cognizant and provide an outstanding end user customer experience
• Desire for continual learning and skill development and is always striving to make incremental improvements

Requirements

• High degree of professionalism and ability to communicate clearly to all levels within the organization
• High level of knowledge and experience supporting Microsoft end user devices in a deskside support environment
• Experience with Mac devices and using ServiceNow is a plus
• High level of initiative and proactiveness, and a continuous improvement mindset
• Ability to troubleshoot and resolve problems in a timely manner
• Good communication, administrative, and documentation skills
• Must be a good team player

Qualifications

• Must have strong troubleshooting skills across multiple technologies
• Years of Experience: 4.00