Deskripsi Pekerjaan
Cognizant is a global powerhouse and a Fortune 500 leader, dedicated to helping the world's most innovative companies build stronger businesses in a rapidly changing world. We are currently seeking a dynamic and tech-savvy Technical Support Specialist (TSR) to join our expanding team in Pangasinan under a hybrid work arrangement. This is a unique opportunity to build a career with a world-class IT services provider while enjoying the flexibility of working close to home.
As a Technical Support Specialist, you will be at the forefront of our service delivery, providing essential technical assistance to our global clientele. You will be responsible for diagnosing complex issues, implementing effective solutions, and ensuring high levels of customer satisfaction. At Cognizant, we value continuous learning and offer an environment where your technical skills will be sharpened through exposure to cutting-edge technologies and industry-leading practices. We provide comprehensive training and a supportive culture that empowers you to excel in your professional journey.
The ideal candidate is someone with a passion for technology, a knack for problem-solving, and a commitment to excellence. Whether you are an experienced technical representative or a promising talent looking to take the next step in the ICT industry, Cognizant offers the platform you need to thrive.
Tanggung Jawab
- Provide first-level technical support via phone, email, and chat, ensuring timely resolution of hardware and software issues.
- Diagnose and troubleshoot network connectivity, operating system errors, and application-specific problems.
- Manage and document all technical incidents within the ticketing system with high accuracy and detail.
- Guide end-users through step-by-step troubleshooting procedures to achieve first-call resolution whenever possible.
- Escalate complex technical matters to Tier 2 or Tier 3 support teams while maintaining ownership of the user experience.
- Install, configure, and maintain software applications and peripheral equipment for remote users.
- Contribute to the internal knowledge base by documenting new solutions and troubleshooting workflows.
- Maintain compliance with company security policies and Service Level Agreements (SLAs).
Kualifikasi
- At least a vocational diploma or Bachelor’s degree in Information Technology, Computer Science, or any related field.
- Minimum of 1 year of experience in a Technical Support or IT Helpdesk role is preferred.
- Strong knowledge of Windows OS, macOS, and Microsoft 365 applications.
- Basic understanding of networking protocols, including TCP/IP, DNS, and VPN configurations.
- Exceptional verbal and written English communication skills for professional client interaction.
- Proven ability to multi-task and work effectively in a high-pressure, fast-paced environment.
- Willingness to work in a shifting schedule, including night shifts, weekends, and holidays.
- Must reside within or near Pangasinan for hybrid work compliance.