Field and Deskside Support Technical Lead

Cognizant; Ireland; On-site; EUR 55,000 - 75,000; Full time

Job summary

Cognizant is seeking a Field and Deskside Support Technical Lead to act as the first point of contact for users requiring IT assistance at walk-up locations, by phone, remote connection, software, chat and email. The role emphasizes multitasking and delivering a high level of customer service.

You will perform remote troubleshooting, diagnose issues, and guide users through problem resolution, escalating to the next level when needed while keeping accurate records in the ticketing system.

Qualifications

• Experience providing frontline IT support to users.
• Ability to troubleshoot via phone, remote access, chat and email.
• Strong customer service and communication skills.

Responsibilities

• Serve as the first point of contact for users seeking IT assistance in person, by phone, remote access, software, chat and email.
• Provide high level of customer service; perform remote troubleshooting and diagnostic questioning.
• Determine best solution and walk the customer through problem solving; escalate as needed.
• Log events and resolutions in internal ticketing systems; follow up and update status.
• Provide logistics support including daily administration, asset distribution, setup and shipping/receiving.
• Inventory storage spaces and maintenance of IT vending machines; support video conferencing equipment and spaces.

Skills

Customer service

Troubleshooting

Remote support

Communication

IT support processes

Tools

Ticketing systems

Video conferencing tools

Network troubleshooting tools

Job description

Field and Deskside Support Technical Lead

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

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.