Field Support Analyst

Cognizant; Santiago; On-site; CLP 12,000,000 - 21,000,000; Full time

Job summary

Cognizant is seeking a Field Support Analyst in Chile to deliver onsite and remote technical support for end users, devices, and workplace technology. You will collaborate with infrastructure, network, server, and application teams to troubleshoot incidents and fulfill service requests, ensuring a high-quality end-user experience.

The role involves supporting IT equipment in manufacturing, labs, and data centers, managing asset lifecycles, and following established procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field or equivalent experience.
• Minimum 5 years of field service, desktop support, or technical support experience.
• Strong troubleshooting across computers, peripherals, and enterprise environments.
• Experience with IT devices in manufacturing, lab, or data center environments; basic network knowledge.
• Strong communication and time-management skills for independent and collaborative work.

Responsibilities

• Provide onsite and remote end-user support for hardware and software across laptops, desktops, peripherals, and mobility solutions.
• Install, configure, and update IT equipment and software following company procedures.
• Support equipment in manufacturing, laboratory, and data center environments including AV gear and basic network devices.
• Manage IT asset lifecycle activities including imaging, labeling, inventory updates, and disposal.
• Document incidents and resolutions and collaborate with networking, server, and application teams to resolve issues.

Skills

Field service

Desktop support

Troubleshooting

IT hardware

Customer service

Education

Bachelor's degree in IT/CS/Engineering

Tools

ServiceNow

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.

We're excited to meet people who share our mission and can make an impact in a variety of ways.