Manufacturing It Support Engineer – Hands-On & Remote

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

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! We have an exciting opportunity for an exceptional individual to work supporting one of our clients as IT Support Engineer - Onsite Santa Catarina N.L

Key Requirements

• Manage end user support operations by coordinating remote desktop assistance that ensures timely resolution of incidents and service requests across global business units
• Drive continuous improvement in IT service management by analyzing operational data and implementing process enhancements that increase stability and reduce service disruptions
• Oversee configuration and usage of the Nexthink platform to monitor device health and end user experience while turning insights into practical actions for support teams
• Administer and optimize Service Now workflows to streamline ticket intake routing approvals and closure while maintaining high data quality and traceability
• Coordinate with sales and marketing stakeholders to understand their technology requirements and ensure that support services align with campaign timelines and field operations
• Collaborate with finance and accounting teams to ensure that end user tools and support processes adhere to compliance policies audit requirements and financial controls
• Monitor key performance indicators for remote desktop support and IT service management and define actions that enhance resolution speed user satisfaction and operational consistency
• Develop and maintain knowledge articles runbooks and standard operating procedures that help support personnel handle recurring scenarios with high accuracy
• Guide the adoption of automation and self service capabilities within Service Now and associated tools so that end users can resolve common issues quickly and independently
• Coordinate incident problem and change activities with cross functional technical teams to safeguard business continuity for critical sales marketing finance and accounting applications
• Partner with security and compliance teams to ensure that endpoint configurations remote access tools and support practices align with corporate risk management standards
• Support hybrid work models by ensuring that end users in office and remote have reliable access to applications collaboration tools and data required to perform their roles effectively
• Document operational findings and present improvement opportunities to management so that investment decisions can be made to strengthen service quality and user trust

Qualifications

• Require eight to ten years of overall experience in IT service management with a consistent focus on end user services and large scale enterprise environments
• Require strong hands on experience with Nexthink including creation of dashboards investigations and remediation campaigns that directly enhance user productivity
• Require proven expertise with Service Now covering incident request problem and change processes as well as catalog and workflow configuration for end user services
• Require solid experience delivering remote desktop support across diverse locations and technologies with clear understanding of operating systems collaboration tools and endpoint security constraints
• Require significant exposure to sales and marketing domain processes such as field enablement digital campaigns and customer engagement platforms to contextualize support priorities
• Require strong experience supporting finance and accounting systems or users ensuring adherence to financial controls reporting timelines and regulatory expectations
• Require excellent communication and stakeholder management skills to engage with both technical and business teams in a clear respectful and outcome oriented manner
• Prefer familiarity with analytic methods or reporting tools that help interpret Nexthink and Service Now data for performance improvement and strategic planning purposes
• Prefer experience in hybrid work environments managing distributed teams and coordinating with colleagues across time zones without the need for frequent travel
• Prefer awareness of industry standards related to IT service management and end user computing so that practices can be aligned with mature frameworks and continuously refined

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.

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.

At Cognizant we believe than our culture make us stronger!

Join us now!

#BeCognizant #IntuitionEngineered

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Tech Support Engineer

Req ID: 81845

Location: Apodaca, Other, Mexico

• Be the first technical point of contact for the customer
• Demonstrate the ability to work with the Escalation team and/or engineering teams to manage escalated cases
• Work closely with SE teams internally on larger networks and more complex issues
• Identify customer problems/issues and assist customers to resolve issues while consistently providing great Customer Experience
• Identify and reproduce customer technical problems in a test/lab environment
• Work on day-day tickets, follow up with clients, provide feedback, and see problems through to resolution
• Ensure proper case documentation and closure
• Generate clear and concise documentation in the form of case notes, technical tips, and white papers
• Notify and discuss with Senior, Staff, Senior Staff, or Principal Engineers on calls and emails that require assistance.
• Timely handoff (escalation) of cases that require advanced technical investigation by the Escalation Team
• Manage customer expectations and make sure the customer is receiving the highest quality of service
• Document customer issues for future reference and build a knowledge base of the solutions given to the customer
• Actively participate in training and improve product and process knowledge
• Understand the SLA's and work/align style of working towards meeting them
• Flexible to support on-site work schedules as required.
• Willingness to adapt to changing shifts and operational needs.