Technical Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Careerone Partner Network Full time

Company Overview:

Cognizant, a leading professional services company, empowers businesses to thrive in the digital era. Our unique approach helps clients envision, build and run more innovative and efficient operations.

Salary Range: $67,000-$77,000 per annum

About the Role:

This position is part of our IT team, responsible for delivering technical support across the ANZ region. The successful candidate will work with complex hardware and applications in a retail environment, ensuring seamless system uptime.

Mandatory Skills and Qualifications:

  • A minimum of 4 years of experience in Level 1 technical support
  • Knowledge of ITSM and ITIL process frameworks
  • Certified ITIL professional
  • Expertise in retail and warehouse IT infrastructure, including hardware, applications, and servers
  • Sound understanding of end-to-end incident lifecycle management
  • Proficiency in working with support tools like ServiceNow, SCCM, RDP, and Citrix
  • Hands-on knowledge of access provisioning applications like Azure Admin, Google Admin, and Active Directory

Duties and Responsibilities:

  • Manage core health of IT applications using Splunk
  • Remediate issues with SCCM, RDP, and Citrix
  • Highlight incidents that breach deadlines
  • Identify trends of issues reported through ITSM applications
  • Provide corrective actions and preventive measures through problem management
  • Ensure SLAs are respected by all vendors
  • Transition new technologies from project to BAU
  • Perform store visits and checks on routers, access points, and devices
  • Communicate with incident process owners and provide guidance to coordinators

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