L3 Desktop Engineer

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
Banking/Financial Services
Kuala Lumpur
Years of Experience
5 - 10 years
Posted On
11th Jan 2019
End User Support,SCCM,Active Directory,SCOM,Vmware,Citrix

Job Description:


• Own and Drive escalations from L2 teams & Project resources for all Desktop technologies (OS, H/W, Desktop Apps, etc.)

• Be the Subject Matter Experts for all Desktop technologies

• Be the SPOC for Major Incident Management (MIM)

• Own & Drive Problem Management - detection, investigation & resolution

• Drive the Root Cause Analysis for all escalations.

• Undertake Ticket Analytics to identify problem threads

• Own Issue reproduction – Test & Troubleshoot, as required.

• Engage with engineering on product issues - Collaborate with Engg on Escalations & product enhancement requests

• Engage GSD & L2 for Continuous Learning initiatives

• Drive Quality of Escalations

• Elevate skillsets of L1 & L2 resources - Training & Workshops

Candidate will be measured by the following KPIs:

- Reduction in L2 escalations

- Reduction in L1/L2/L3 tickets

- Product enhancements

- Trainings/Workshops conducted for CSS

- Realized Automation Opportunities

- First Time Resolution


- Established professional with 5 or more years working in supporting End User Computing and Desktop technologies – PC hardware, Thin Clients, Desktop OS, Printers, VDI, etc.

- Strong expertise in Microsoft Windows 7 and Windows 10 Operating Systems.

- Strong expertise in PC hardware – laptops, desktops, thin clients, printers.

- Good knowledge on Microsoft enterprise products within EUC – AD, SCCM, SCOM, Exchange, etc.

- Good knowledge of Virtual Desktop solutions (VMware, Citrix, App V)

- Good knowledge with Server hardware, SAN, Network technologies & Virtualization – VMware & Citrix

- Good understanding of network technologies.

- Understanding of Ticket process & SLAs - Incidents / service requests

- Understanding of Asset/inventory record process, movements etc.

- Self-starter, capable of working without direction and able to deliver technical projects from scratch.

- Sound problem analysis and resolution abilities.

- Good Documentation skills

- Communication skills

o Should have exceptional professional communication skills – address meetings and present designs to stakeholders, interpersonal skills.

o Conduct technical trainings

- Good skills in Excel & PowerPoint.

- Good understanding of ITIL service framework.


About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.