Senior Desktop Support Specialist – Windows/MacOS

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

About the role

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. You 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. The role also involves project participation, cross-team collaboration, and maintaining high service standards for critical clients.

In this role, you will:

• 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.
• The single point of contact for rapid restoration of normal services. Ensure timely and appropriate escalation to specialists within the IT team.

• Provide L2 L2.5 Support for user issues over call, email chat.

• Responsible for resolving or correctly triaging alerts generated for Infra, database, application etc. Receiving end user calls and provide first level resolutions. Monitoring health of Desktop Support Remote network, and IT Infrastructure Performing daily proactive health check of the infra and applications as documented by L2 L3 teams Desktop Support - Ensure service requests are directed and actioned by the appropriately skilled staff. Project participation. Active and strong participation across a few different areas within the IT department and business areas.

• Provide systems support for Desktop SOE encompassing a varied number of platforms and applications Asset and Inventory Management, Laptop Build Delivery.

• Working Knowledge in Intune/JAMF, able to access the tools and troubleshoot access or application related issues.
• Should be excellent in communication, able to tackle the issues for the critical banking and high-profile clients.
• Able to collaborate with teams effectively and efficiently.

Work model: On Site

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in São Paulo, SP.

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.

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

Please, upload your resume in English.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.