IT Support Engineer - End User Services & Automation

Kutir-Technologies; Apodaca; Remote; MXN 420,000 - 540,000; Full time

Job summary

Cognizant in Apodaca, Mexico is hiring an IT Support Engineer to be the first technical contact for customers, working with escalation and engineering teams to manage complex cases and deliver great customer experience across global business units.

The role emphasizes Nexthink dashboards, ServiceNow workflows, remote desktop support, and IT service management, with strong stakeholder management, documentation, and a willingness to adapt to changing shifts and on-site requirements.

Qualifications

• Eight to ten years of IT service management experience with end user services in large-scale enterprises.
• Hands-on Nexthink experience with dashboards investigations and remediation campaigns.
• Proven ServiceNow expertise covering incidents requests problems changes and workflows for end user services.
• Experience delivering remote desktop support across diverse locations and OS.
• Experience with sales/marketing domain processes for field enablement and campaigns.
• Experience supporting finance/accounting systems with regulatory compliance.
• Excellent communication and stakeholder management skills.
• Familiarity with analytics or reporting for Nexthink/ServiceNow data.
• Hybrid work experience coordinating distributed teams across time zones.
• Awareness of IT service management standards and end-user computing practices.

Responsibilities

• Be the first technical contact for the customer.
• Coordinate with Escalation/Engineering teams to manage escalated cases.
• Work with SE teams on larger networks and complex issues.
• Identify problems and assist customers to resolve issues with great CX.
• Reproduce customer problems in test/lab environments.
• Handle day-to-day tickets and ensure case closure.
• Create clear documentation and knowledge articles.
• Coordinate with senior engineers on advanced investigations.
• Ensure timely handoffs of cases requiring escalation.
• Manage customer expectations and deliver high quality service.
• Contribute to knowledge base for solutions.
• Participate in training to improve product/process knowledge.
• Understand SLAs and align working style to meet them.
• Flexible for on-site work schedules as required.
• Willing to adapt to shifting operations.

Skills

End user support

Nexthink dashboards

ServiceNow workflows

Remote desktop support

IT service management

Stakeholder management

Automation adoption

Incident/change coordination

Security/compliance

Hybrid work support

Job description

Cognizant in Apodaca, Mexico is hiring an IT Support Engineer to be the first technical contact for customers, working with escalation and engineering teams to manage complex cases and deliver great customer experience across global business units.

The role emphasizes Nexthink dashboards, ServiceNow workflows, remote desktop support, and IT service management, with strong stakeholder management, documentation, and a willingness to adapt to changing shifts and on-site requirements.