Remote IT Field Services Engineer – Manufacturing

Cognizant; Ciudad de México; Híbrido; MXN 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive benefits

Salary package

Training and development

Descripción de la vacante

Cognizant is seeking an IT Field Services Engineer to enhance end user experience within an industrial manufacturing environment. You will provide expert remote desktop support, manage ServiceNow queues, and deploy/patch end-user devices while maintaining security and compliance.

The role supports rotational shifts with zero travel, collaborating with plant and office teams to optimize tooling configurations across sites and time zones. English proficiency is essential.

Formación

• English (Advanced/Fluent) required to support North American users and stakeholders.
• Advanced troubleshooting of Windows 10/11, Outlook, Teams, OneDrive, SharePoint, Office applications, VPN, and connectivity issues.
• Experience managing incidents and service requests, meeting SLAs, handling escalations, and resolving business-critical issues.
• Demonstrate advanced skills in ServiceNow incident, request, change and problem processes.
• Experience with remote desktop tools for diagnosing hardware, OS and application issues.

Responsabilidades

• Provide expert remote desktop support for hybrid workers with high first contact resolution.
• Manage and optimize ServiceNow incident, request, and problem queues with clear categorization and timely updates.
• Coordinate with plant and office support teams to align end user tooling configurations and policies.
• Deploy, patch, and configure software on end user devices to maintain compliance and stability.
• Investigate root causes of recurring end user issues using Nexthink data, system logs, and ServiceNow records.
• Document knowledge articles and troubleshooting guides to improve support efficiency across shifts.
• Collaborate with infrastructure, network and application teams to address cross-platform issues impacting productivity.
• Monitor KPIs like ticket resolution time and device health to drive continuous service quality improvement.
• Implement secure configurations and access practices to protect confidential manufacturing data.
• Communicate major incidents, planned maintenance, and tool changes to stakeholders to minimize production impact.
• Adapt working patterns to rotational shifts across time zones and facilities.
• Contribute to improvement initiatives aligning end user tech with sustainability goals.

Conocimientos

English (Advanced/Fluent)

Remote desktop support

Service Now

IT service management

Customer service & incident management

Windows troubleshooting

Herramientas

ServiceNow

Remote Desktop

Descripción del empleo

Cognizant is seeking an IT Field Services Engineer to enhance end user experience within an industrial manufacturing environment. You will provide expert remote desktop support, manage ServiceNow queues, and deploy/patch end-user devices while maintaining security and compliance.

The role supports rotational shifts with zero travel, collaborating with plant and office teams to optimize tooling configurations across sites and time zones. English proficiency is essential.