What are the responsibilities and job description for the Field Services Technician position at Hays?
The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.
The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.
Cognizant is seeking a Field Services Technician in Las Vegas, NV.
Role Description
• Providing virtual/onsite desktop support assistance with local ownership of technology at specified sites.
• Timely delivery of desktop, network, software/hardware support.
• Establish a proactive service model that drives field operations productivity and efficiency.
• Full instrumentation and monitoring of the end user computing environment.
• Forward looking capacity and growth forecasts.
• Deploy service automation tools.
Integrate legacy desktop support Service Model to meet the unique needs of each business unit it serves.
The customer experience is personal and holistic.
• Full Technical Support Remote/Desk Side
• Point of Contact for P1, P2, P3 War Rooms
• Ticket Ownership to Resolution and warm handoffs
o Corporate standard ticket acceptance SLA is 48 hours
o Field Services Guaranteed SLA is 48-hours to incident resolution
o Current average TAT (Turn-around-time) is 14-hours to resolution
o P3 Ticket Resolution at 11 hours
o P4 Ticket Resolution at 4 hours
• 24 x 7 Onsite SLA to staffed locations within 1 hour
• Average NPS score 89.
Industry average is 5
Skills & Requirements
• 3-5 years of desktop support or equivalent role
• Preferred Certifications (one of more of the following): MCSA/MCSE, MCTIP, CompTIA A
• Exceptional communication and customer facing skills, able to interact effectively with diverse groups of stakeholders, both technical and business users
• Ability to translate technology into terms the business customers can understand
• Configure and deploy desktop operating systems (Windows 7, Windows 10) with Microsoft SCCM and Altiris
• Configure and troubleshoot desktop hardware (Dell, HP)
• Excellent understanding of networking technologies and how they relate to end user computing
• Excellent understanding of Active Directory objects and group membership
• Experience with Microsoft Office Suite, Adobe, Antivirus, Disk Encryption, and anti-malware required.
• Working experience with thin clients, and virtual desktop (VDI) environment a plus
• Ability to work afterhours as needed, be available while mobile, and participate in an on-call rotation
• Experience working effectively with business and IT staff in multiple locations
• Ability to travel up to 15%
• Ability to lift up to 50lb
Benefits/Other Compensation
This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).
Why Hays?
As Cognizant's chosen recruitment partner we have this role exclusively, so you will work with a professional recruiter who has intimate knowledge of Cognizant, the role, the Information Technology industry and market trends.
Your Hays recruiter will lead you through a thorough screening process to understand your skills, experience, needs, and drivers and so can keep you in mind when future gigs like this come up with Cognizant.
You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.
Nervous about an upcoming interview?
Unsure how to write a new resume?
Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.
Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences.
We believe that the more inclusive we are, the better we serve our candidates, clients, and employees.
We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law.
One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles.
If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company.
Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.
Drug testing may be required; please contact a recruiter for more information.
#LI-DNI
#1155892
The end client is unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.
Cognizant is seeking a Field Services Technician in Las Vegas, NV.
Role Description
• Providing virtual/onsite desktop support assistance with local ownership of technology at specified sites.
• Timely delivery of desktop, network, software/hardware support.
• Establish a proactive service model that drives field operations productivity and efficiency.
• Full instrumentation and monitoring of the end user computing environment.
• Forward looking capacity and growth forecasts.
• Deploy service automation tools.
Integrate legacy desktop support Service Model to meet the unique needs of each business unit it serves.
The customer experience is personal and holistic.
• Full Technical Support Remote/Desk Side
• Point of Contact for P1, P2, P3 War Rooms
• Ticket Ownership to Resolution and warm handoffs
o Corporate standard ticket acceptance SLA is 48 hours
o Field Services Guaranteed SLA is 48-hours to incident resolution
o Current average TAT (Turn-around-time) is 14-hours to resolution
o P3 Ticket Resolution at 11 hours
o P4 Ticket Resolution at 4 hours
• 24 x 7 Onsite SLA to staffed locations within 1 hour
• Average NPS score 89.
Industry average is 5
Skills & Requirements
• 3-5 years of desktop support or equivalent role
• Preferred Certifications (one of more of the following): MCSA/MCSE, MCTIP, CompTIA A
• Exceptional communication and customer facing skills, able to interact effectively with diverse groups of stakeholders, both technical and business users
• Ability to translate technology into terms the business customers can understand
• Configure and deploy desktop operating systems (Windows 7, Windows 10) with Microsoft SCCM and Altiris
• Configure and troubleshoot desktop hardware (Dell, HP)
• Excellent understanding of networking technologies and how they relate to end user computing
• Excellent understanding of Active Directory objects and group membership
• Experience with Microsoft Office Suite, Adobe, Antivirus, Disk Encryption, and anti-malware required.
• Working experience with thin clients, and virtual desktop (VDI) environment a plus
• Ability to work afterhours as needed, be available while mobile, and participate in an on-call rotation
• Experience working effectively with business and IT staff in multiple locations
• Ability to travel up to 15%
• Ability to lift up to 50lb
Benefits/Other Compensation
This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).
Why Hays?
As Cognizant's chosen recruitment partner we have this role exclusively, so you will work with a professional recruiter who has intimate knowledge of Cognizant, the role, the Information Technology industry and market trends.
Your Hays recruiter will lead you through a thorough screening process to understand your skills, experience, needs, and drivers and so can keep you in mind when future gigs like this come up with Cognizant.
You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.
Nervous about an upcoming interview?
Unsure how to write a new resume?
Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.
Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences.
We believe that the more inclusive we are, the better we serve our candidates, clients, and employees.
We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law.
One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles.
If you have any questions about Hays or any of our processes, please contact us.
In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company.
Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.
Drug testing may be required; please contact a recruiter for more information.
#LI-DNI
#1155892
Location/Region: Las Vegas, Nevada
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