Desktop Support Technician

About the job
Onsite deployment of software images/packages
Maintain a pool of supplied spare parts and Equipment for workstation depot Services.
Handle frequent, re-occurring Incidents on software and hardware equipment's in dedicated Locations where unable to support remotely and need deskside support
Onsite coordination with Third party vendors on incident and Problem tickets at dedicated Locations
Provide Onsite Support Service for Authorized users (including security, desktop firewalls and connectivity related products) in Dedicated locations where remote support has been exhausted.
Provide Onsite Support for customary peripheral equipment and Mobile equipment in dedicated location
Manage Third Party Providers to complete all Equipment warranty, corrective maintenance, and repair work necessary to Resolve Equipment failures work in accordance with Third Party Contracts in Dedicated location
Provide onsite support if Users equipment or software cannot be fixed remotely and need assistance in Dedicated locations
Provide onsite support for equipment replacement resolution where Users data requires copying/transfer to new device and the procedure cannot be accomplished remotely for users in dedicated location
Provide inputs to be used in asset information and configuration Management database in Dedicated and dispatch locations
Provide onsite support for Equipment refresh Projects, perform installation activities in accordance with agreed upon schedules and provide status reports regarding the progress of such activities in Dedicated locations.
Provide onsite support as required, including onsite support, to Resolve Equipment refresh Projects in Dedicated Locations
Provide onsite support for devices that cannot be refreshed in Dedicated locations
Perform physical and logical connectivity troubleshooting in support of Incident Resolution in Dedicated Locations (e.g., from wall jack or wireless network interface card (“NIC”) card to Equipment).
As directed by Cognizant, coordinate with Third Parties as required to troubleshoot and Resolve facility-related cabling and connectivity issues and support new request in dedicated locations
Provide onsite support for VPN client Software to enable connection to the corporate network(s) in Dedicated locations
Provide onsite support for configuring portable Equipment connectivity to wireless network(s) in Dedicated locations
Provide onsite support of Equipment warranty repair and Software maintenance, including escorting of Third Parties to Equipment locations.(Dedicated Locations)
Provide onsite assistance, to the extent requested by Cognizant, in technology training on-site or at nearby sites for meetings such as sales conferences.
Provide onsite assist/support, to the extent requested by Cognizant, with site level facility needs regarding technology such as data closet setup of power, fire extinguishing, and HVAC (Dedicated locations)
Providing onsite support of VIP end users in Dedicated location
Provide onsite support for all end user computing and related devices (e.g., desktop devices, mobile devices, display screens and video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, projectors) in Dedicated locations
Provide telephone/remote support of end users home networks including coordination with vendors for installation, configuration, and troubleshooting support where requested.
Perform warranty management, including verifying if the Equipment is under warranty and contacting warranty provider for support
Perform onsite diagnose of Equipment and inform Cognizant as appropriate if a specific part is damaged and needs to be replaced in Dedicated locations
Perform onsite Incident Resolution, including restoring functionality of Equipment to the level that existed before the Incident. If Equipment is replaced with a spare to restore Service, restore Equipment to its previous state in Dedicated locations
Repair or replace Equipment according to refresh guidelines and policies (Provided by Cognizant). Note: Where local Health and Safety regulations prevent partner from performing specific activities required to repair or replace equipment, Cognizant will be responsible for coordination with third-party providers to complete the activities in these specialized locations.
Perform onsite non-warranty repair support, including identifying the Problem, contacting the Third-Party Provider, and coordinating the repair.
When necessary, coordinate with Third Party Providers of Equipment for Incident Resolution.
Provide onsite support for Software break-fix for end users in Dedicated locations
Onsite assistance of temporary work arounds in Dedicated locations
Perform onsite reload of standard image in support of Incident Resolution in Dedicated locations
Notify Cognizant of any spares at onsite locations requiring replacement or replenishment and configure spares for deployment.
As directed by Cognizant, manage floor space, cooling and power/UPS and fire suppression system either directly or through Third Party Providers in Dedicated locations
Manage and maintain floor space allocations and layout including rack layout in Dedicated locations
Provide onsite rack and stack services and physical on-site support, including as applicable to reset systems and perform tape handling in Dedicated locations (Smart Hands and Feet)
Perform onsite monthly visual alert inspection on all server rooms and data closets at all facilities as directed by Cognizant and submit incident tickets on any visual alerts found that requires remediation.
Perform onsite remediation work for unmonitored devices as per plan provided by Cognizant
Coordinate warranty support with Third party vendor for devices that are under active warranty protection.
Send backups to designated off-site tape storage facility and retrieve as required.
Complete tape mounts in Dedicated locations
Onsite Install support of approved Equipment and Software.
Schedule and support customer and Provider Equipment repair activity with McCormick and Authorized Provider user
Onsite Install, test, and support of replacement parts for Customer and Provider Equipment.
Provide onsite support for wireless Equipment to End Users