Address
Form of workDescription
Deskside Support Technician Level 2 :
Cognizant Deskside Level 2Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects. This Deskside Level 2 position will support the world's largest automotive manufacturer in one of their facilities including manufacturing, logistics, part distribution center, research and development, engineering, or office locations. The Deskside Level 2 technician reports to a Cognizant Team Leader or Regional Service Manager but may also take direction from the supported customer as well. The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player. The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs. Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1 st . 2 nd , 3 rd ) and may also require occasional on-call rotations covering after hour shifts.
Required Skills:
• Must have strong troubleshooting skills across multiple technologies
• 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
• 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 3rd 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
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling
Technical Skills
SNo-Primary Skill-Proficiency Level *-Rqrd./Dsrd.-1-Field Services-PL1-Required
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Field Services
PL1
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Manufacturing Oper-Manlog
NA
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
Deskside Support Technician Level 2 :
Cognizant Deskside Level 2Support Technicians provide on-site for the desktop environment including responsibility for deployment of End User devices including Desktops/Laptops/Mobile and other devices and may assist other technicians in higher complexity tasks and IT projects. This Deskside Level 2 position will support the world's largest automotive manufacturer in one of their facilities including manufacturing, logistics, part distribution center, research and development, engineering, or office locations. The Deskside Level 2 technician reports to a Cognizant Team Leader or Regional Service Manager but may also take direction from the supported customer as well. The Level 2 technician must have good communication, administrative, and documentation skills and must be a good team player. The supported facilities are very large in nature and the technician must be able to walk long distances frequently throughout the day often while carrying items up to 50lbs. Based on the facility type supported, this Level 2 position may also require working variable or flexible shifts (1 st . 2 nd , 3 rd ) and may also require occasional on-call rotations covering after hour shifts.
Required Skills:
• Must have strong troubleshooting skills across multiple technologies
• 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
• 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 3rd 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
• Must be able to walk long distances
• Must be able to lift up to 50 lbs without assistance
• Will often work in dirty, hot or cold environments.
• May need to work while kneeling
Technical Skills
SNo-Primary Skill-Proficiency Level *-Rqrd./Dsrd.-1-Field Services-PL1-Required
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Field Services
PL1
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Manufacturing Oper-Manlog
NA
Required
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.
