IT Field services Engineer

Cognizant; Ciudad de México; Híbrido; MXN 360.000 - 540.000; Jornada completa

Descripción de la vacante

Cognizant in Mexico City is seeking an IT Field Services Engineer focused on end-user experience within an industrial manufacturing environment, with expertise in ServiceNow and remote desktop support.

The role supports hybrid work with rotating shifts and zero travel, ensuring stable operations and continuous improvement for a global enterprise. Collaboration with plant and office teams is essential to align end-user tooling and policies.

Formación

• Advanced English communication for North American users and stakeholders.
• Proficient in ServiceNow incident, request, and problem management processes.
• Strong remote desktop and Windows troubleshooting across Windows 10/11.
• Experience supporting hybrid/remote workforces in manufacturing environments.

Responsabilidades

• Provide expert remote desktop support and resolve complex incidents for hybrid workers.
• Manage ServiceNow incident queues with clear categorization and timely updates.
• Coordinate with plant and office teams to align tooling and policies.
• Deploy software patches and configurations on end-user devices to maintain compliance.
• Document knowledge articles and troubleshooting guides for broader team use.
• Monitor KPIs like ticket resolution time and user feedback to drive improvements.
• Communicate major incidents and maintenance to stakeholders to minimize production impact.

Conocimientos

English proficiency

Customer service

ITSM practices

Communication skills

Remote desktop support

Herramientas

ServiceNow

Remote desktop tools

Windows troubleshooting

Descripción del empleo

We’re hiring!

At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!

Job Summary

IT Field Services Engineer role focused on end user experience within an industrial manufacturing environment requiring expertise in Service Now and remote desktop support.

The role supports hybrid work rotational shifts and zero travel ensuring stable operations and continuous improvement for a global enterprise.

Responsibilities

• Flexible for Remote Support
• Provide expert remote desktop support to resolve complex incidents for hybrid workers while maintaining high first contact resolution and minimal business disruption.
• Manage and optimize Service Now incident request and problem queues by applying clear categorization prioritization and timely updates that enhance user satisfaction.
• Coordinate closely with plant and office support teams to align end user tooling configurations and policies with the unique needs of industrial manufacturing operations.
• Execute standardized processes for software deployment patching and configuration on end user devices to maintain compliance and stability in regulated manufacturing contexts.
• Investigate root causes of recurring end user issues using Nexthink data system logs and Service Now records to define corrective actions that reduce incident volume.
• Document clear knowledge articles and troubleshooting guides for common end user issues so that support efficiency and consistency improve across hybrid and rotational shifts.
• Collaborate with infrastructure network and application teams to address cross platform problems that impact productivity in factories warehouses and corporate locations.
• Monitor key performance indicators such as ticket resolution time device health scores and user feedback to drive continuous improvement in service quality.
• Implement secure configurations and access practices for end user devices that protect confidential manufacturing data while supporting practical day to day usage.
• Communicate regularly with stakeholders about major incidents planned maintenance and tool changes to minimize impact on production and office activities.
• Adapt working patterns to rotational shifts in order to provide reliable coverage and timely response for users across multiple time zones and facilities.
• Contribute to improvement initiatives that align end user technology capabilities with company sustainability goals and efficiency targets in industrial manufacturing.

Qualifications

• English (Advanced/Fluent) – Strong verbal and written communication skills to support North American users, executives, and stakeholders while delivering excellent customer service.
• Microsoft 365 & Windows Troubleshooting – Advanced troubleshooting of Windows 10/11, Outlook, Teams, OneDrive, SharePoint, Office applications, hardware, software, VPN, and connectivity issues.
• Customer Service & Incident Management – Experience managing incidents and service requests, meeting SLAs, handling escalations, communicating with users, and resolving business-critical issues effectively.
• Demonstrate advanced skills in Service Now for incident request change and problem processes while maintaining clean data quality and clear communication with users.
• Bring solid experience in remote desktop support tools and techniques for diagnosing hardware operating system and application issues without onsite presence.
• Show practical exposure to industrial manufacturing operations including shop floor systems production terminals and constraints typical of factory environments.
• Hold a solid understanding of Windows based endpoints common productivity applications and collaboration tools used by hybrid workforces.
• Apply knowledge of IT service management practices such as incident problem and change management to deliver predictable and efficient support.
• Exhibit clear written and verbal communication capabilities that support detailed documentation user guidance and collaboration with distributed teams.

Why Cognizant?

Improve your career in one of the largest and fastest growing IT services providers worldwide

Receive ongoing support and funding with training and development plans

Have a highly competitive benefits and salary package

Get the opportunity to work for leading global companies

We are committed to respecting human rights and build a better future by helping your minds and the environment

We invest in people and their wellbeing.

We create conditions for everyone to thrive. We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.

At Cognizant we believe than our culture make us stronger!

#BeCognizant #IntuitionEngineered

Igualdad de Empleo y Política de Acción Afirmativa:

Cognizant es un empleador que ofrece igualdad de oportunidades. Todos los solicitantes calificados recibirán consideración para el empleo sin distinción de sexo, identidad de género, orientación sexual, raza, color, religión, origen nacional, discapacidad, estado de veterano protegido, edad o cualquier otra característica protegida por la ley.