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Technical Support Specialist
1 month ago
Are you passionate about delivering exceptional technical support and leading a team to success?
Cognizant, a world-leading professional services company, is seeking a Technical Support Specialist - IT Infrastructure Lead to join our team in Australia/New Zealand (ANZ) region.
About CognizantWe are a global community of over 300,000 associates who collaborate to create innovative solutions for the world's leading companies. Our unique industry-based approach helps clients envision, build, and run more efficient businesses.
A key enabler of our success is our ability to adapt quickly to changing technologies and business needs. As a Technical Support Specialist - IT Infrastructure Lead, you will play a critical role in ensuring the smooth operation of our IT infrastructure, including hardware and applications in retail environments.
The RoleAs a Technical Support Specialist - IT Infrastructure Lead, you will be responsible for:
- Managing the core health of IT applications, including store central, SignIQ, R10 Central, and warehouse Management systems using Splunk.
- Rapidly remediating issues with the help of SCCM, RDP, and Citrix.
- Highlighting incidents that breach deadlines and collaborating with stakeholders to resolve them efficiently.
- Identifying root causes of failed incidents and providing corrective actions through problem management on ServiceNow.
You will also be responsible for communicating with incident process owners, managing escalated incidents, monitoring SLAs, and conducting incident reviews. Additionally, you will provide guidance to incident process coordinators and identify new processes for documentation.
RequirementsTo succeed in this role, you will need:
- A minimum of 4 years of experience in a technical support environment, preferably in retail and warehouse IT infrastructure.
- Excellent knowledge of ITSM and ITIL process frameworks, with certifications preferred.
- Hands-on experience with support tools such as ServiceNow, SCCM, RDP, and Citrix.
- Strong understanding of end-to-end incident lifecycle management and proficiency in working with access provisioning applications like Azure Admin, Google Admin, and Active Directory.
$67,000-$77,000 per annum, depending on experience.
Please note: Compensation information is accurate as of the date of posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
About UsCognizant is an equal opportunity employer that values diversity, equity, and inclusion. We foster a culture where everyone feels heard, accepted, and welcome. Your application and candidacy will not be considered based on protected characteristics.
