Address
Form of workDescription
Deskside Support Technician Level 2 - Traveling Floater Tech
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.
The Traveling Floater Tech will be assigned to a specific customer facility as a primary home location to work from when not traveling. The traveling tech will travel to other facilities across the United States as needed to provide coverage at sites as needed. Examples of when travel will be required are: To provide additional service support for labor shortages, to participate in projects, to cover gaps in the schedule, and other issues as they arise. Travel requirement will be dependent on the needs of the location and may range from a few days to a few weeks in duration.
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.
• Must be flexible wo work varied shift schedules. Work is predominantly conducted during normal business hours but occasionally there are requirements to work after hours or weekends to facilitate client needs, project activity, work that can only be completed during non-production hours.
• Must be able to travel frequently as needed, often on short notice. Expected travel frequency will be based on the needs for the customer but at times, may be 50% or higher.
• Travel will be mainly by air thus proximity to an airport is a plus.
• Must be able to track and submit expense reports in a timely manner per Cognizant's Travel & Reimbursement policies.
• Must have good communication skills internally and externally and the ability to speak to personnel throughout the organization.
• Must be comfortable working in a matrixed environment. You will have an assigned manager and you will work with other Cognizant Managers as well as customer personnel in the course of your work.
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Desktop Support - Remote
PL3
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 - Traveling Floater Tech
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.
The Traveling Floater Tech will be assigned to a specific customer facility as a primary home location to work from when not traveling. The traveling tech will travel to other facilities across the United States as needed to provide coverage at sites as needed. Examples of when travel will be required are: To provide additional service support for labor shortages, to participate in projects, to cover gaps in the schedule, and other issues as they arise. Travel requirement will be dependent on the needs of the location and may range from a few days to a few weeks in duration.
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.
• Must be flexible wo work varied shift schedules. Work is predominantly conducted during normal business hours but occasionally there are requirements to work after hours or weekends to facilitate client needs, project activity, work that can only be completed during non-production hours.
• Must be able to travel frequently as needed, often on short notice. Expected travel frequency will be based on the needs for the customer but at times, may be 50% or higher.
• Travel will be mainly by air thus proximity to an airport is a plus.
• Must be able to track and submit expense reports in a timely manner per Cognizant's Travel & Reimbursement policies.
• Must have good communication skills internally and externally and the ability to speak to personnel throughout the organization.
• Must be comfortable working in a matrixed environment. You will have an assigned manager and you will work with other Cognizant Managers as well as customer personnel in the course of your work.
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Desktop Support - Remote
PL3
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.
