This on-site position isopen to any qualified applicant in the United States.
This position is on-site in Irvine, California. A qualified applicant must be local to this area or be open to relocation.
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Practice - CIS - Cloud, Infrastructure, and Security Services
About Cloud Infrastructure & Security Services: Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about embracing digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.
Job Title: End User Computing Field Services Engineer
Responsibilities:
· Participate in EUC Field Service transition activities.
· Assist and be part of Knowledge gathering and documentation from External Customers and/or Incumbents
· Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.
· Due Diligence with customer prior to RFP & BAFO submissions.
· Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.
· Create Process Document of current service for the customer and Partner.
· Work closely with our Third-Party Partner
· Understanding of Desk side Support duties and process
· Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.
· Active management and coordination of workload in the region
· Review of open and assigned tickets as directed by the tower lead
· Assist delivery lead in reviewing and verifying vendor invoices of hardware assets
· Strong understanding and skills in SLA, KPI Management
Knowledge:
· Should have knowledge on Service Desk operation and tools
· Good knowledge of ticketing tools (preferably Service Now)
· Understand Service Desk Ticket concepts in Categorization, Priorities, Workflows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.
· Should have knowledge on MS Office and Teams
· Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Breakfix issues
· Taking ownership of issues through to resolution on all appropriate requests.
· This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
Salary and Other Compensation:
Applications will be accepted until January 27, 2025
The hourly salary for this position is between $18.18 to $28.61 depending on the experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and is subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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