Job Description

: We are looking for a Desktop Support Engineer to join our team to provide technical support for MDM, an identity & access management solution coupled with single sign-on. The ideal candidate will have experience in cloud operations, troubleshooting, incident resolution, and providing IT support to customers.Responsibilities:

• Monitor software releases by toolset product principles

• Provide L2 support and maintenance in the production environment

• Perform planned monthly or ad-hoc OS/Security patching for monitored platforms

• Troubleshoot and resolve incidents in accordance with incident management and expected service levels

• Create and maintain up-to-date documentation

• Coordinate with Resolver Group to resolve incidents affecting availability

• Attend to users physically if needed

• Provide technical support to customers who use various IT products and services, including Windows 11, MacOS, Intune, Tanium, Cloudflare, via phone, email, chat, or remote desktop

• Escalate complex or unresolved issues to the relevant parties or vendors

• Document customer queries, issues, and solutions in a clear and concise manner

• Monitor and report on the performance and usage metrics of the IT products and services

• Provide feedback and suggestions to the product development teams to enhance the functionality and user experience of the IT products and services

• Stay updated on the latest features, updates, and best practices of the IT products and services

Requirements:

• Experience in cloud operations, troubleshooting, and incident resolution

• Knowledge of Azure/AWS and its services

• Familiarity with Tanium platform and its modules

• Ability to work with principal vendor counterpart on operative issues

• Bachelor\'s degree in computer science, information technology, or a related field

• ITIL foundation certified

• Azure administrator associate or expert level certification

• 3+ years of experience in providing IT support to customers, preferably in a government or public sector setting

• Familiarity with various IT products and services, such as Windows 11, MacOS, Intune, Tanium, Cloudflare

• Knowledge of the Singapore Government Tech Stack (SGTS) and its components

• Proficiency in various IT software and hardware, and network security practices

• Ability to diagnose and resolve technical issues using various tools and methods

• Excellent communication, interpersonal, and customer service skills

• Ability to work independently and collaboratively in a fast-paced and dynamic environment

• Ability to prioritize and manage multiple tasks and deadlines

• Willingness to learn new skills and technologies

Employee Status : Full Time EmployeeShift : Day JobTravel : NoJob Posting : Apr 05 2024About Cognizant
Cognizant (Nasdaq-100: CTSH) is one of the world\'s leading professional services companies, transforming clients\' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.

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