Technical L2 Support at Cognizant in Ann Arbor, Michigan

Job Description:

We are looking for L2 Technical Support for an immediate need. This is a client-facing role & the candidate will have regular interactions with various client managers.

Candidate should be open to work on 24/7

Job Description:

Strong customer service skills (phone, chat, email are all required) MUST make daily contact via phone with customers and follow up with chat and email                                              

Desktop / Laptop Troubleshooting skills (OS, Application, Hardware)                                             

Network connectivity troubleshooting                                             

Incident and Request Management experience / Ownership                                              

Physical repair of desktops, laptops, printers, wireless devices, handheld radios

Knowledge of SCCM                                      

Process Oriented with exposure to Process Improvement                                       

Must understand and meet Service Level Agreements (SLA)                                               

Communication (Written and Verbal) - Must have the ability to convey technical issues to non-technical customers                                          

Willingness to adapt to rapid changes - must be flexible                                         

Switch management (configuration, troubleshooting, and triage)                                      

Experience working in a large enterprise environment                                            

Experience with ticketing systems and tools

High school completion is a must

Willing to work in shifts

Skills:

Configuration and maintenance of switches, routers, AP                                         

Knowledge of storage and backup systems                                      

Server patching, file management, configuration, shared drive management

Basic datacenter experience (power systems, temperature controls, rack/stack, cabling) 

Ability to respond to and manage SCOM and Sitescan alerts and alarms                                        

Hardware replacement of network and server equipment

Physical Requirements:

Must be able to lift 50 lbs.

Must be able to lift equipment for ‘rack and stack’ services (server, router, switch, UPS devices, etc.)

Must be able to assist with team lifts of up to 90 lbs.

Ability to walk long distances within warehouses or manufacturing facilities

Will often work in dirty, dusty, hot or cold (beyond average room temperature) environments

Ability to climb stairs, ladders and/or use scissor lifts and safety harnesses

Some services may require periods on hand and knees to install equipment (under desks, inside small spaces, etc.)

***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.

**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.

Technical Skills

SNo	Primary Skill	Proficiency Level *	Rqrd./Dsrd.
1	Desktop Support - Remote	PL1	Required

 

* Proficiency Legends

Proficiency Level	Generic Reference
PL1	The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2	The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3	The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4	The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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