Field Services Engineer L2 Support

Job Description

Cognizant is one of the leading IT professional services companies worldwide. We are continuously transforming our business models, both operative and technologically for the digital era. Our unique consultative focus based on the industry, help our clients to visualize, build and run the most innovative and efficient business. In Mexico, our clients are part of the prestigious culture we have: we put the customer first to take advantage of the latest industry IT services in our development center in Mexico City. Thanks to this overall experience and resources we count with, our clients can enjoy of a much faster adaptation in this fast changing market, with quality improvements on developed software and cost reduction by implementing global processes and practices well optimized.Field Services Engineer L2 SupportResponsibilities:

• Provide Level 2 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop software using approved tools
• Troubleshoot operating system
• Troubleshoot 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
• Coordinate hardware warranty repair
• Escalate to third party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Perform additional tasks (end user/infra related) when required
• Participate in projects
• Strong understanding and skills in SLA, KPI Management

Education/Certification requirements:

• Bachelor’s Degree on any IT related fields.
• ITIL and/or any other additional certification preferred

Preferred qualifications:

• Minimum 2-3 years of experience providing IT support services required, end user support experience preferred.
• Experience in factory/manufacturing environment desirable
• Experienced in Active Directory user administration, OS imaging processes, ticketing, SW installation and imaging tools, automated help desk systems, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers), network and local printer installation
• Basic understanding of SCCM client troubleshooting
• Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).
• Extensive knowledge Windows OS and related configuration.
• Basic knowledge of Servers, Switches, Routers, and Data Center related HW
• Basic knowledge of Backup technologies
• Ability to work in a team-oriented multi tower and vendor environments.
• Ability to multitask and prioritize work, and
• Ability to adapt to new processes and procedures
• Ability to work in a fast-paced environment.
• Ability to handle and safeguard confidential information
• Excellent oral and written communication skills
• Ability to deliver services on time, demonstrate strong customer service skills, and achieve a high degree of end user satisfaction
• Ability to convey technical issues and material to non-technical end users and managers

Basic Qualifications:

• Field services computer end user support experience
• Experience in support must be both, physically and remotely
• English level must be conversational/advanced.

Location and travel requirements:

• This position does not need any travel, but it is an onsite position in the client offices. We can relocation assistance if you are outside the location.