Support Engineer

Cognizant; Monterrey; On-site; MXN 600,000 - 900,000; Full time

Job summary

Cognizant Technology Solutions Corporation is hiring an IT Support Engineer to work onsite in Santa Catarina, NL, with rotating shifts. You will lead end-user support across global units, optimize ITSM processes, and leverage Nexthink and ServiceNow to improve device health, user experience, and service delivery.

The role emphasizes collaboration with sales, marketing, finance, and security teams, ensuring compliance and continuity.

Qualifications

• Eight to ten years of experience in IT service management with focus on end-user services in large enterprises.
• Hands-on Nexthink experience with dashboards, investigations and remediation campaigns.

Responsibilities

• Manage end-user support operations and coordinate remote desktop assistance to resolve incidents and requests.
• Drive IT service management improvements to increase stability and reduce disruptions.
• Oversee Nexthink platform usage to monitor device health and end-user experience and turn insights into action.

Skills

Nexthink

ServiceNow

ITSM processes

Remote desktop support

Stakeholder management

Cross-functional collaboration

Tools

Nexthink

ServiceNow

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 – 100% Onsite Santa Catarina N.L, availability to work rotating shifts

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.

Igualdad de Empleo y Política de Acción Afirmativa:

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!

#BeCognizant #IntuitionEngineered