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Bilingual Russian Support Desk Technician

4 months ago

Mississauga, Canada Cognizant Full time

Bilingual Russian Support Desk Technician

At Cognizant, our global community sets us apart—an energetic, collaborative and inclusive workplace where everyone can thrive And with projects at the forefront of innovation, you can build a varied, rewarding career and draw inspiration from dedicated colleagues and leaders. Cognizant is right where you belong.

Role overview

What you’ll do

  • Responds to user questions and inquiries via telephone, email, web and other communication methods
  • Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.
  • Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
  • Provides professional, courteous, prompt and accurate support and solutions to users. enterprise system software
  • Communicates, analyzes and fixes routine user problems and provides proper solutions or remedies.
  • Properly documents problem ticket into on-line Help Desk System.
  • Assists other IT technical staff in providing users feedbacks and user statistics.
  • Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.
  • Follows up and communicates ticket information to users when appropriate.
  • Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.
  • Assists with desktop and laptop imagining and installation as needed.
  • Create and updates user accounts creation as needed
  • Follows help desk and departmental guidelines and operating procedures.
  • Work closely with senior helpdesk and other IT staff to acquire additional technical and nontechnical knowledge.
What you bring to the role
  • Knowledge of principles and operations of computer systems and related peripheral equipment
  • Ability to analyze and solve users problems via the telephone
  • Ability to maintain knowledge of current technology and able to learn new technology
  • Ability to communicate professionally, accurately and effectively, both verbal and written, as well as on the telephone
  • Ability to understand and respond to user questions in an effective and courteous manner
  • Ability to convey technical procedures and directions in simple terms
  • Proficiency with operating systems, including Windows and MacIntosh’s operating systems
  • Proficiency in the operation and use of personal computers, applying word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite), the Internet browser, websites and e-mail systems.
  • Possess advanced knowledge and understanding of networking and personal computer hardware
  • Good knowledge on VPN concepts and solve VPN connections
  • Knowledge on Virtual Machines / Citrix
  • Knowledge/exposure on ticketing tools like Remedy, ServiceNow
  • Knowledge on active directory, domain controllers etc. and exposure to password reset tools
  • Fix experience using remote control tools like Bomgar
Working arrangements

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Mississauga, ON. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Note: The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.