Deskripsi Pekerjaan
Join Cognizant, a global leader in technology services, as a Technical Support Specialist in Pangasinan. In this hybrid role, you'll be the frontline technical expert resolving complex IT challenges for diverse industries worldwide. Leverage your problem-solving skills to deliver exceptional customer experiences while working with cutting-edge technologies. This position offers the perfect blend of remote flexibility and in-office collaboration, allowing you to thrive in a dynamic environment that values innovation and continuous learning. As part of our specialized practice areas, you'll gain exposure to enterprise-level systems and methodologies that accelerate your career growth.
Tanggung Jawab
- Provide Tier 1-2 technical support for hardware, software, and network issues via phone, email, and chat
- Diagnose and resolve system malfunctions using remote diagnostic tools and troubleshooting methodologies
- Document all interactions, resolutions, and escalations in ticketing systems (e.g., ServiceNow, Jira)
- Collaborate with cross-functional teams to address complex technical challenges
- Develop and maintain knowledge base articles for recurring issues
- Monitor system performance and proactively identify potential vulnerabilities
- Adhere to SLAs and KPIs for response time, resolution time, and customer satisfaction
Kualifikasi
- Associate/Bachelor's degree in Computer Science, IT, or related field
- 1-3 years of experience in technical support or helpdesk environments
- Proficiency in Windows OS, Microsoft Office Suite, and networking fundamentals
- Strong analytical skills with ability to troubleshoot complex technical issues
- Excellent written and verbal communication skills in English
- Customer-centric mindset with ability to manage difficult situations
- Basic knowledge of cloud platforms (AWS, Azure) and virtualization technologies
- ITIL Foundation certification preferred