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Keywords / Skills : End User Support, SCCM, Active Directory, SCOM, Vmware, Citrix

5 - 10 years
Posted: 2019-01-11

Banking/ Financial Services
Team Leader/ Technical Leader
Technical Support Engineer
Posted On
11th Jan 2019
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 Company

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients'​ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us @Cognizant.
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