Field and Deskside Support Technical Lead

Cognizant; Leinster; On-site; EUR 60,000 - 90,000; Full time

Job summary

Cognizant Ireland is seeking a Field and Deskside Support Technical Lead to act as the first point of contact for customers at walkup locations, over the phone, and remotely. The role emphasizes high-quality service, remote diagnostics, and escalation when necessary.

The candidate will manage daily IT support activities, document issues in ticketing systems, and supervise end-to-end problem resolution for end-users across conferencing and network services.

Qualifications

• Provide a high level of customer service to users seeking problem resolution.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Record events and problems and their resolution in internal ticketing systems.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance in person at walkup support locations, over the phone, and via remote channels.
• Walk the customer through the problem solving process and escalate unresolved issues to the next level of support.
• Provide accurate information on IT products or services and follow up to update customer status.
• Log and track issues in ticketing systems and communicate resolutions to users.
• Assist with daily administration, asset distribution, setup, and shipping/receiving for IT equipment.
• Support video conferencing equipment and spaces, and perform basic network troubleshooting as needed.

Skills

Customer service

Troubleshooting

IT support

Tools

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