Advanced Technical Support Technician

Hace 8 horas

Guadalajara, Sonora, México Cognizant Jornada completa
Job Title
- Advanced Technical Support Technician

Experience:
3-5 Years Technology: Service Desk Work Mode: Onsite
- 5 days a week Shift: Availability between 4:00 AM CST and 6:00 PM CST Location
- Av. Aviación 3800, Col. San Juan de Ocotán, 45019, Zapopan, Jalisco ***Language
- Fluent in Portugese Job Summary We are seeking an Advanced Technical Support Technician to support and enhance a large-scale Service Desk application environment for a global organization. The role involves ensuring high application availability, resolving complex incidents, improving support processes, and delivering an exceptional end-user experience. The ideal candidate will have strong Service Desk application support expertise, excellent troubleshooting skills, and the ability to collaborate with global teams.

Key Responsibilities
• Manage daily Service Desk application support operations to ensure timely incident and request resolution.
• Troubleshoot and resolve complex application issues escalated by support teams.
• Analyze recurring incidents and implement sustainable solutions to improve application stability.
• Optimize Service Desk support workflows and ticket management processes.
• Monitor application performance and proactively address potential service disruptions.
• Collaborate with product owners, engineers, and business stakeholders to prioritize fixes and enhancements.
• Drive continuous improvement initiatives through root cause analysis, support metrics, and user feedback.
• Ensure compliance with organizational security, privacy, and operational standards.
• Coordinate application maintenance activities and communicate planned outages effectively.
• Create and maintain knowledge articles, support documentation, and operational runbooks.
• Mentor support analysts and share best practices to improve team performance.
• Support training and onboarding initiatives for new processes and platform capabilities.