Team Lead - Mandarin / Cantonese

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
• Banking/Accounting/Financial Services • Insurance • ITES/BPO • IT/Computers - Hardware & Networking • IT/Computers - Software • KPO/Research/Analytics • Telecom • Internet/E-commerce
Years of Experience
5 - 15 years
• IT • Customer Service/Call Centre/BPO
Posted On
28th May 2020
Desktop Support Engineer, IT help desk, System admin, Technical Support, Network admin

Job Description:

Candidate Qualification:

• 5+ year of IT Service Desk/Help Desk experience in a 18x7 operations and minimum 2 years as Team Lead role.

• Experience in use of Service Desk voice, email, chat and ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point, etc.

Core Competencies

• Guide the team  on technical side to supporting IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, displays, retail store level software support, etc. · 
• Creatively look for process improvement and standout in terms of quality and cost with its clients keeping strategic view of the goals. 

• Technical proficiency with MS operating systems and MS suites, desktop and mobile applications

• HW/SW troubleshooting skills preferably in retail store POS (Point of Sale) systems

• Network connectivity, dial up and wireless systems troubleshooting skills

• Knowledge on active directory, domain controllers, password reset tools, etc.

• Knowledge on Mobile Device Management for Apple devices (iOS) using VMware AirWatch or through AWS Cloud

• Work experience with Global clients (preferred)

• Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision · Willing to work in a 24x7 environment

• Understanding Contact/call center metrics

• Customer-service oriented with a problem-solving attitude

• Excellent written and verbal communications skills

• Other Requirements (Certification, etc.)

• Work experience in supporting IT service desk or support center for retail store employees and corporate support ·

• Good communication skills and customer management experience

• Good Analytical & Coordination skills

• Excellent Customer Service skills · Good understanding of Computers and technical Troubleshooting skills

• Good interpersonal skills · Excellent Soft skills for handling Voice, Email & Chat transactions

• Strong multitasking skills handling voice calls and document records at the same time

• Collaborate with Team Leads in terms of Service Outages

• Excellent knowledge on Windows Operating system

• Good understanding of Microsoft Office suite

• Critical Situation management

• Understanding of Total Case Ownership

Role & Responsibilities:

• Team management 
• Handle a Team for calls related to password resets, under access provisioning, release of HW/SW, network and wireless connectivity, general IT (including POS systems, printers, scanners, displays) troubleshooting, etc.
• Create & Update Knowledge Document

• Work with L2 team on improving L1/L1.5 Resolution

• Perform approved L2 troubleshooting steps


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.