Portuguese-Speaking Service Desk Engineer AI-Driven Support

Cognizant; Región Centro; Hybrid; MXN 201,000 - 312,000; Full time

Job summary

Cognizant is hiring a Service Desk Agent to provide front-line and second-line technical support in a hybrid work model, focused on end-user devices, software, networks, and collaboration tools. The role emphasizes AI-driven queue analysis, knowledge base improvements, and secure remote access, with exposure to bioinformatics contexts where applicable.

You will collaborate with infrastructure, application, and security teams, document detailed case histories, and help onboard new tools while

Qualifications

• Two to four years of experience in a technical service desk or help desk.
• Proficiency with operating systems, enterprise suites, remote support tools, and ticketing platforms.
• Familiarity with AI-enabled support tools or predictive analytics for triage.
• Strong communication and documentation to explain technical topics to nontechnical users.
• Ability to handle multiple tickets and meet service levels under pressure.

Responsibilities

• Provide high quality first and second line technical support via service desk channels.
• Resolve hardware, software, network, and collaboration tool issues.
• Use AI-augmented platforms to analyze tickets and improve workflows.
• Monitor queues and performance metrics to prioritize work and meet SLAs.
• Document case histories with root causes, workarounds, and fixes.
• Coordinate with infrastructure, application, and security teams for complex issues.
• Assist onboarding of new tools, validate user experiences, and suggest enhancements.
• Contribute to process improvements to reduce ticket volume.
• Engage with users via phone, chat, and email; set expectations and explain findings.
• Apply bioinformatics domain understanding when relevant.
• Adhere to data privacy and security policies.
• Support hybrid work by enabling secure remote access and device readiness.
• Participate in reviews of AI recommendations to improve accuracy.

Skills

Hybrid work experience

Portuguese language

Incident management

Customer-focused support

AI-assisted support tools

Tools

Ticketing platforms

Remote support tools

AI tools for service desk

Job description

Cognizant is hiring a Service Desk Agent to provide front-line and second-line technical support in a hybrid work model, focused on end-user devices, software, networks, and collaboration tools. The role emphasizes AI-driven queue analysis, knowledge base improvements, and secure remote access, with exposure to bioinformatics contexts where applicable.

You will collaborate with infrastructure, application, and security teams, document detailed case histories, and help onboard new tools while