Field & Deskside Support Tech 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

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.