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IT Support Analyst
Cognizant —Colonia Polanco, CDMX
- Tiempo completo
- Trabajo híbrido
- Administración de personal
4h

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IT Support Analyst

Cognizant -
Colonia Polanco, CDMX

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Información del empleo

Tiempo completo
Hace 4 horas

Cualificaciones

Gestión de activos
Administración de personal
Software de acceso remoto
Seguridad

Descripción completa del empleo

Job Summary
Serve as a technical lead providing advanced support for Macintosh OS X laptops Windows endpoints networking and remote desktop services in a hybrid work model ensuring reliable day shift operations and efficient incident resolution while enabling analytics oriented teams to work securely and productively across the enterprise.

Responsibilities
Lead complex troubleshooting and resolution of incidents across Macintosh OS X laptop environments to ensure uninterrupted productivity for enterprise users during hybrid work arrangements.
Oversee advanced support for Windows based desktops and laptops by diagnosing hardware and software issues and restoring service within agreed timeframes to reduce business disruption.
Provide expert remote desktop support through secure remote tools to resolve end user problems quickly while minimizing the need for onsite interventions and avoiding travel.
Coordinate with networking teams to analyze connectivity incidents and optimize configurations so that users experience stable and secure access to corporate resources from office and remote locations.
Document detailed root cause analyses for recurring Macintosh OS X Windows and networking issues and recommend preventive actions that improve long term platform reliability.
Design and refine standard operating procedures for endpoint support workflows so that technicians can handle day to day requests consistently and meet stringent service level expectations.
Guide the evaluation and rollout of endpoint patches and updates for operating systems and core applications to strengthen security posture while minimizing impact on business operations.
Collaborate with analytics focused stakeholders to understand their tooling and data access needs and align endpoint configurations that support efficient data driven work.
Implement robust device and network configuration baselines that align with enterprise security standards and protect sensitive information across all supported platforms.
Monitor service metrics such as incident volume resolution time and user satisfaction and propose targeted improvements that enhance service quality and user experience.
Coordinate with procurement and asset management functions to track lifecycle status of laptops and peripherals and support timely refresh activities that keep the environment modern and reliable.
Communicate clearly with non technical users during incident handling to set expectations provide status updates and educate them on best practices that reduce avoidable issues.
Review and optimize remote access and collaboration tool configurations to ensure seamless performance for hybrid teams operating primarily during day shifts.

Qualifications
Display strong expertise in Macintosh OS X laptop support by handling complex operating system configurations and application compatibility scenarios with confidence.
Demonstrate deep experience in Windows desktop administration by managing user profiles system policies and performance tuning for diverse business use cases.
Apply solid networking knowledge to troubleshoot connectivity wireless access and VPN issues while adhering to enterprise security and compliance guidelines.
Exhibit advanced proficiency in remote desktop support tools and practices by resolving incidents efficiently without physical access to devices.
Bring extensive background in enterprise desktop support by managing tickets prioritizing workloads and collaborating with cross functional teams in a structured service environment.
Leverage any prior exposure to analytics domains to better understand data intensive workflows and configure endpoints and network access that serve those needs effectively.
Utilize strong communication and documentation capabilities to create clear knowledge articles and technical notes that help colleagues resolve issues faster.
Maintain a continuous learning mindset by staying current with updates in Macintosh OS X Windows networking and remote support technologies that affect enterprise environments.

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IT Support Analyst

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