Field Support Analyst

Cognizant; Santiago; On-site; CLP 14,400,000 - 24,000,000; Full time

Job summary

Cognizant is seeking a Field Support Analyst to deliver onsite and remote technical support for end users, ensuring stability of workplace technology and IT devices. You will collaborate with infrastructure, network, server, and application teams to resolve incidents and fulfill service requests with a strong customer-service mindset.

Based in Chile, the role emphasizes hands-on support in manufacturing and data center settings, including L1 network devices.

Qualifications

• Bachelor’s degree in IT, CS, Engineering, or related field or equivalent experience.
• Minimum 5 years of experience in field service, desktop support, or technical support.
• Strong troubleshooting across computers, peripherals, audiovisual equipment, mobility solutions, and enterprise IT environments.
• Experience with manufacturing, laboratory, and/or data center environments with basic L1 network devices.
• Strong communication, customer service, organizational, and time-management skills.

Responsibilities

• Provide onsite and remote end-user support for laptops, desktops, peripherals, and mobility solutions.
• Install, configure, maintain, troubleshoot, and update IT equipment and software per procedures.
• Support equipment used in manufacturing, lab, and data center environments, including network devices.
• Document incidents and troubleshooting actions; collaborate with teams and OEMs to resolve issues.

Skills

Troubleshooting

Customer service

Communication skills

Time management

Education

Bachelor's degree in IT/CS/Engineering or equivalent

Tools

ServiceNow

Microsoft technologies

Job description

About the role

As a Field Support Analyst , you will make an impact by providing reliable onsite and remote technical support to end users, helping maintain the availability and performance of workplace technology, IT devices, and related infrastructure.

You will work collaboratively with infrastructure, network, server, application, and other technical teams to troubleshoot incidents, fulfill service requests, and deliver a high-quality end-user experience.

In this role, you will:

• Provide dedicated onsite and remote support to end users, troubleshooting hardware and software issues across laptops, desktops, peripherals, standard enterprise applications, and mobility solutions.
• Install, configure, maintain, troubleshoot, and update IT equipment and software, including endpoint protection tools and approved operating system updates, following established company procedures.
• Support IT equipment used in manufacturing, laboratory, and data center environments, including scanners, printers, tablets, specialized PCs, audiovisual equipment, and basic L1 network devices such as routers, switches, firewalls, and wireless access points.
• Manage IT asset lifecycle activities, including collection coordination, secure storage, labeling, imaging, allocation, recovery, hygiene validation, disposal, and inventory/system updates.
• Document incidents and troubleshooting actions accurately and collaborate with network, server, infrastructure, application teams, and OEMs to resolve complex or high-priority issues and improve support processes. [Digital Wo...escription | Word] ,

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role's business requirements, this is an onsite position in Chile, Monday through Friday, from 8:00 AM to 5:00 PM .

The role may require providing onsite support at nearby locations. Availability to provide support on Saturdays, Sundays, and public holidays may also be required when business needs arise, with advance notice.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured, we will always be clear about role expectations. The standard onsite wording and change-of-arrangement disclaimer come directly from the Global posting template.

What you need to have to be considered

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent professional experience.
• Minimum 5 years of experience in field service, desktop support, or technical support roles.
• Strong troubleshooting and problem-solving capabilities across computers, peripherals, audiovisual equipment, mobility solutions, and enterprise IT environments.
• Experience supporting IT devices and systems in manufacturing, laboratory, and/or data center environments, with basic L1 knowledge of network devices.
• Strong communication, customer service, organizational, and time-management skills, with the ability to work independently and collaborate effectively with multiple technical teams.

These will help you stand out

• Experience providing technology support within the healthcare industry , including familiarity with healthcare systems, regulatory requirements, and service environments.
• Knowledge or experience working in clean room and/or manufacturing environments .
• Experience with ServiceNow for incident and service-request management.
• Experience supporting Microsoft technologies, including server-related support.
• Experience coordinating data center power shutdown maintenance activities involving network devices and servers.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.