Description
The annual salary for this position is between $60,000- 70,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
End User Computing Field Services Engineer Job Description
KEY
Deliver Field Services Transition Projects and Programs in line with recognized IT best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), the successful implementation of service resource skills model and processes management.
RESPONSIBILITIES
- Participate in EUC Field Service transition activies
- Assit and be part of Knowledge gatherting and documentation from External Customers and/or Incumbents
- Analysis of Service provision and resourcing based on SLA’s, Assets, Call Volumes, Site criticality and customer requirements.
- Due Diligence with customer prior to RFP & BAFO submissions.
- Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
- Create Process Document of current service for the customer and Partner.
- Work closely with our Third Party Partner
- Understanding of Desk side Support duties and process
- Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
- Active management and coordiantion of workload in the region
- Review of open and assigned tickets as directed by the tower lead
- Assist delivery lead in revewing and verifying vendor invoices of hardware assets
- Strong understanding and skills in SLA, KPI Management
- KNOWLEDGE:
- Should have knowledge on Service Desk operation and tools
- Good knowledge of ticketing tools (preferably Service Now)
- Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
- Should have knowledge on MS Office and Teams
- Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Breakfix issues
- Taking ownership of issues through to resolution on all appropriate requests.
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
- TECHNICAL SKILLS:
- Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements – Desktops, Laptops, Printers, Handhelds, Smartphone etc.
- Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.
- Effective communication in English mandatory, any local languages or one of European Language is favorable.
BUSINESS SKILLS:
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- Knowledge of in outsourcing and managed services
- Highly proactive solution driven approach
- Expert in escalation management
- Strong Interpersonal skills and c ustomer Relationship skills
- Problem solving and root cause analysis
- Networking and building relationships (internal and external)
- Being visible to customer and internal teams.
SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION:
- Experience in manufactoring/factory service delivery desirable
- ITIL professional is a big plus
- Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.
- Candidate should have good understanding of Desk side desktop support including incident/requets, and break fix
- Should have very strong written and oral communication skills
- Flexibility with respect to time – client deliverables need to be met with a Can do attitude
- Excellent problem solving/quantitative/analytical skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.
EDUCATION:
- Minimum Bachelor’s or tecnhnical degree
- ITIL certification desirable
- MS and other technical certifications advantagous
Qualifications
Technical Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Field Services PL2 Required 2 Desktop Support – Remote PL2 Required 3 Service Desk PL2 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.