Remote IT Field Services Engineer - Industrial Manufacturing

Cognizant

Ciudad de México

Híbrido

MXN 360.000 - 540.000

Jornada completa

Hace 7 días

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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.