Senior Desktop Support Specialist – Windows/MacOS

Há 7 dias

São Paulo, Brasil Cognizant Tempo inteiro

Senior Desktop Support Specialist – Windows/MacOS & Intune/JAMF

This role is designed for a highly skilled IT support professional who will serve as a key contact for desktop and infrastructure-related issues, particularly in high-pressure environments such as banking and executive support.

About The Role

The successful candidate will provide L2/L2.5 support, manage incidents, monitor system health, and ensure rapid restoration of services. Strong technical knowledge in desktop platforms, remote infrastructure, and device management tools is essential.

In This Role, You Will

  • Provide excellent knowledge in Desktop/laptop hardware and Desktop Operating systems, Windows 10/11/MacOS.
  • Ensure the Desktop Support Prioritize and escalate incidents for both internal and external clients.
  • Act as the single point of contact for rapid restoration of normal services and ensure timely and appropriate escalation to specialists within the IT team.
  • Provide L2/L2.5 Support for user issues over call, email, and chat.
  • Resolve or correctly triage alerts generated for Infra, database, application, etc., and receive end-user calls to provide first-level resolutions.
  • Monitor the health of the Desktop Support Remote network and IT Infrastructure, performing daily proactive health checks of the infra and applications as documented by L2/L3 teams.
  • Ensure service requests are directed and actioned by the appropriately skilled staff, and participate in projects.
  • Provide systems support for Desktop SOE, encompassing a varied number of platforms and applications, and perform Asset and Inventory Management, including Laptop Build and Delivery.
  • Demonstrate working knowledge in Intune/JAMF, troubleshoot access or application-related issues, and exhibit excellent communication skills to tackle issues for critical banking and high-profile clients.
  • Collaborate with teams effectively and efficiently.

Work Model : On Site, 5 days a week in a client or Cognizant office in São Paulo, SP.

What You Need To Have To Be Considered

  • Bachelor’s degree
  • Advanced English
  • Advanced knowledge of Windows 10/11, MacOS, and desktop/laptop hardware
  • Background in L2/L2.5 support across multiple communication channels
  • Ability to triage and escalate infrastructure, database, and application alerts
  • Proficiency in Intune and JAMF for endpoint troubleshooting
  • Strong communication skills for handling critical banking and executive clients
  • Daily monitoring and proactive health checks of IT infrastructure
  • Support and maintenance of Desktop SOE across varied platforms
  • Asset and inventory management, including laptop build and delivery
  • Effective collaboration across IT and business teams
  • Participation in internal projects and service improvement initiatives

We are an equal opportunities employer and welcome applications from all qualified candidates.

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