Field and Deskside Support Technical Lead

Cognizant; Dublin; On-site; EUR 30,000 - 46,000; Full time

Job summary

Cognizant is seeking a proactive IT Support Associate to serve as the first point of contact for customers seeking technical assistance. The role covers in-person walk-up support locations as well as phone, remote connection, software, chat, and email channels, with a focus on timely issue resolution.

You will perform remote troubleshooting, ask diagnostic questions, determine appropriate solutions, walk customers through steps, and log incidents in internal ticketing systems.

Qualifications

• Experience providing first-line technical support to customers.
• Ability to troubleshoot using diagnostic questions and remote tools.
• Strong multitasking and prioritization skills.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person, by phone, remote connection, software, chat or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and information provided by customers.
• Walk customers through the problem-solving steps and escalate unresolved issues to the next level.
• Provide accurate information on IT products or services and log incidents in ticketing systems.
• Follow up to update customer status and information.

Skills

Customer service

Remote troubleshooting

Problem solving

Communication

Job description

Job Summary

Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email Flexible able to multitask and prioritize reported issues Provide a high level of customer service to users seeking problem resolution Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations over the phone remote connection software chat and email Flexible able to multitask and prioritize reported issues
• Provide a high level of customer service to users seeking problem resolution Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem solving process Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services Record events and problems and their resolution in internal ticketing systems
• Follow up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team Logistics responsibilities include providing overall management in daily administration asset distribution setup and shipping receiving.
• Inventory of storage spaces stocking and maintenance of IT vending machines.
• Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events. Proficient in end user network troubleshooting tools and practices