IT Support Engineer - Hybrid, End-User Experience Lead

Cognizant; Monterrey; On-site; MXN 420,000 - 660,000; Full time

Benefits offered by this job

Competitive benefits

Training and development

Inclusive culture

Job summary

Cognizant in Monterrey, Mexico is hiring an IT Support Engineer - Onsite Santa Catarina N.L to support end users across global business units. You will manage incidents and service requests, drive ITSM improvements, and work with Nexthink and ServiceNow to monitor and streamline operations.

The role emphasizes collaboration with sales, marketing, finance, and security teams, supports hybrid work, and requires strong communication and stakeholder management to deliver reliable, compliant end-user

Qualifications

• Eight to ten years of IT service management experience focusing on end-user services in large enterprise environments.
• Hands-on Nexthink experience, including dashboards, investigations and remediation campaigns.
• Proven expertise with ServiceNow covering incident, request, problem, change, and catalog workflows.
• Experience delivering remote desktop support across diverse locations and tech stacks.
• Strong communication and stakeholder management skills with cross-functional teams.
• Familiarity with sales/marketing domain processes and finance/accounting system support.

Responsibilities

• Coordinate end-user support operations, including remote desktop assistance.
• Analyze operational data to drive IT service management improvements.
• Monitor device health and end-user experience via Nexthink and translate insights into actions.
• Oversee and optimize ServiceNow workflows for ticket routing and closure.
• Collaborate with security/compliance to align practices with risk standards.
• Support hybrid work models ensuring access to apps and collaboration tools.
• Document findings and improve knowledge for faster resolutions.

Skills

IT service management

Nexthink

ServiceNow

Remote desktop

Stakeholder management

Tools

Nexthink

ServiceNow

Job description

Cognizant in Monterrey, Mexico is hiring an IT Support Engineer - Onsite Santa Catarina N.L to support end users across global business units. You will manage incidents and service requests, drive ITSM improvements, and work with Nexthink and ServiceNow to monitor and streamline operations.

The role emphasizes collaboration with sales, marketing, finance, and security teams, supports hybrid work, and requires strong communication and stakeholder management to deliver reliable, compliant end-user