Advanced Technical Support Technician - Service Desk Portugese

Cognizant; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Cognizant is seeking an Advanced Technical Support Technician to support a large-scale Service Desk environment, ensuring high availability, resolving incidents, and improving support processes. The role requires strong Service Desk expertise and collaboration with global teams.

Onsite five days a week in Jalisco, you will contribute to incident resolution, runbooks, training, and continuous improvement while maintaining security and operational standards across the organization.

Formación

• 3-5 years of experience in advanced technical support.
• Strong Service Desk application support expertise.
• Excellent troubleshooting skills.
• Ability to collaborate with global teams.

Responsabilidades

• Manage daily Service Desk application support operations to ensure timely incident and request resolution.
• Troubleshoot and resolve complex application issues escalated by support teams.
• Analyze recurring incidents and implement sustainable solutions to improve application stability.
• Optimize Service Desk support workflows and ticket management processes.
• Monitor application performance and proactively address potential service disruptions.
• Collaborate with product owners, engineers, and business stakeholders to prioritize fixes and enhancements.
• Drive continuous improvement initiatives through root cause analysis, support metrics, and user feedback.
• Ensure compliance with organizational security, privacy, and operational standards.
• Coordinate application maintenance activities and communicate planned outages effectively.
• Create and maintain knowledge articles, support documentation, and operational runbooks.
• Mentor support analysts and share best practices to improve team performance.
• Support training and onboarding initiatives for new processes and platform capabilities.

Conocimientos

Service Desk

Troubleshooting

Incident management

Descripción del empleo

Job Title- Advanced Technical Support Technician

Experience: 3-5 Years

Technology: Service Desk

Work Mode: Onsite- 5 days a week

Shift: Availability between 4:00 AM CST and 6:00 PM CST

***Language- Fluent in Portugese

Job Summary

We are seeking an Advanced Technical Support Technician to support and enhance a large-scale Service Desk application environment for a global organization. The role involves ensuring high application availability, resolving complex incidents, improving support processes, and delivering an exceptional end-user experience. The ideal candidate will have strong Service Desk application support expertise, excellent troubleshooting skills, and the ability to collaborate with global teams.

Key Responsibilities

• Manage daily Service Desk application support operations to ensure timely incident and request resolution.
• Troubleshoot and resolve complex application issues escalated by support teams.
• Analyze recurring incidents and implement sustainable solutions to improve application stability.
• Optimize Service Desk support workflows and ticket management processes.
• Monitor application performance and proactively address potential service disruptions.
• Collaborate with product owners, engineers, and business stakeholders to prioritize fixes and enhancements.
• Drive continuous improvement initiatives through root cause analysis, support metrics, and user feedback.
• Ensure compliance with organizational security, privacy, and operational standards.
• Coordinate application maintenance activities and communicate planned outages effectively.
• Create and maintain knowledge articles, support documentation, and operational runbooks.
• Mentor support analysts and share best practices to improve team performance.
• Support training and onboarding initiatives for new processes and platform capabilities.