As a Deskside Support Engineer, you will have regular interactions with various client managers, providing technical support/expertise to our End Users VIPs and their administrative assistants.
In your first few weeks in this Deskside Support Engineer role, you can expect to:
A typical day/week looks like monitoring intake channels via TechBar, phone calls, texts, emails, Slack, and SNOW tickets to quickly respond to any questions or problems our users have with technology.
You will work face to face to assess the situation, apply your skills with the knowledge of our environment to resolve or escalate to get a resolution and restore service or provide the information.
Deskside support technicians offer strong customer service, problem-solve computer issues, provide hardware and application support, install software upgrades, create, and maintain documentation.
You will maintain, analyze, troubleshoot, and repair hardware and computer systems. Tech-savvy people who are self-motivated enough to provide consistent customer support with minimal supervision will thrive in this role.
You will perform on-site or remote servicing, repair, and installation of computer hardware, software, and networks. Due to their vital role in supporting businesses 24/7, you may be required to work nights or weekends; occasionally, the schedule may rotate depending on business needs, and sometimes techs might be asked to work between facilities within the same local area.
To apply for this role, your soft skills, expertise, and experience should include:
Expertise in supporting End User Computing hardware and software (Windows, MAC), including laptops, desktops, mobile phones, tablets, printers, RFID guns, MS Office, Remote Access, Video Conferencing (Poly, and Cisco), and VDI.
Experience in documenting, tracking, and monitoring incidents and problems to ensure timely resolution in ServiceNow, Remedy, or similar ticketing systems (Must be able to understand and sometimes create KB articles or SOPs).
Must have deep subject matter expertise in hardware, peripherals, and enterprise software support, reimage and data migration, break-fix, international travel support, device backup and restore, mobility, email, IMACs (installs, adds, moves, and changes), and ad-hoc support for technology users.
Experience using ARS, Active Directory, SCCM, JAMF, Nexthink, and similar tools to support first contact resolution.
Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
Must be able to manage and organize your own workload and utilize your resources to ensure Executive issues and requests are resolved.
Proven ability to learn quickly and utilize the latest technologies to develop and implement superior solutions in a high-pressure environment.
Experience following policies and guidelines on security and confidentiality.
Focused team player with a strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives.
Being a deskside position, it is expected that you have the willingness to carry boxes with devices and get underneath a desk to organize and connect cables.
Excellent communication skills (Verbal & Electronic), interpersonal and analytical skills.
Must be able to communicate the concept behind the problem/resolutions to Executives.
Applies best practices and knowledge of internal/external business challenges to improve processes and services.
Experience performing system administration responsibilities within an enterprise environment.
Experience supporting end-to-end technology services and solutions.
Experience supporting Audio Video Conferencing technology and Live Meeting Streaming (Poly, Cisco).
Must be able to follow directions from leadership, be self-motivated, and perform everyday duties without constant supervision.
We are looking for responsible individuals with good attendance who know how to handle themselves in a professional manner, understanding the importance of respect within our team and other teams within the organization.
You'll receive an excellent salary and benefits package for your knowledge, expertise, and flexibility. At Cognizant, taking care of employees is a priority:
You can pursue innovative career tracks and opportunities here.
You can enhance your professional development through education and dedicated training.
We'll give you the skills you need to keep pace with the changing workplace while our compensation, benefits, and wellness packages help you stay healthy and plan for the future.
Please get in touch with our Cognizant team today to apply and register your interest in this full-time Deskside Support Engineer position in Melbourne. We're looking forward to meeting you.
At Cognizant, we engineer modern businesses to improve everyday life because we're dedicated to making a lasting impact. Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes, and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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