AI-Driven Service Desk Engineer - Hybrid

Cognizant Technology Solutions Corporation; Región Centro; Hybride; MXN 201 000 - 290 000; Plein temps

Résumé du poste

Cognizant Technology Solutions Corporation in Mexico is hiring a Service Desk Agent with English to deliver high-quality first and second line support in a hybrid work model. This role focuses on incident resolution speed and user experience, leveraging AI-driven tools to improve efficiency.

You will work across hardware, software, network issues, and collaboration tools, document cases, and collaborate with infrastructure and security teams.

Qualifications

• Two to four years of experience in a technical service desk or help desk role in an enterprise setting.
• Proficiency with operating systems, enterprise productivity suites, remote support tools and ticketing platforms.
• Familiarity with AI-enabled support tools or predictive analytics for triage and rapid resolution.
• Effective communication and documentation abilities for explaining technical topics to nontechnical users.

Responsabilités

• Provide high quality first and second line technical support through service desk channels.
• Resolve incidents and service requests while maintaining strong customer focus and SLAs.
• Apply structured troubleshooting across hardware, software, networks, and collaboration tools.
• Utilize AI augmented service desk platforms to analyze tickets and refine workflows.
• Document detailed case histories including root causes and fixes for knowledge base.
• Coordinate with infrastructure, application and security teams for complex issues.
• Assist in onboarding and support of new tools and services; validate user experiences and suggest enhancements.
• Contribute to process improvements by identifying recurring problems and optimization opportunities.
• Engage with users through phone, chat and email to set expectations and explain findings clearly.
• Apply bioinformatics domain understanding when relevant to interpret user contexts.
• Adhere to data privacy and information security policies.
• Support hybrid work arrangements with secure remote access and tool readiness.
• Participate in reviews of AI recommendations to improve accuracy and reduce bias.

Connaissances

Service desk experience

Troubleshooting skills

AI tools familiarity

Communication skills

Ticketing platforms

Outils

Ticketing systems

Remote support tools

OS knowledge

Description du poste

Cognizant Technology Solutions Corporation in Mexico is hiring a Service Desk Agent with English to deliver high-quality first and second line support in a hybrid work model. This role focuses on incident resolution speed and user experience, leveraging AI-driven tools to improve efficiency.

You will work across hardware, software, network issues, and collaboration tools, document cases, and collaborate with infrastructure and security teams.