About the role

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As a Field Support Analyst, you will ensure the operational efficiency of the company’s technological systems and equipment by providing first-line technical support to users. Your mission is to resolve issues, assist in maintaining IT infrastructure, and ensure a stable and functional technology environment that contributes to business continuity and productivity.

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In this role, you will:

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Provide on-site support to resolve technical issues.
Respond to calls and log occurrences in management systems.
Assist users in configuring and using software and equipment.
Install and update software and operating systems.
Monitor the performance of computers, networks, and peripherals.
Perform basic preventive and corrective maintenance.
Manage calls and documentation in accordance with SLAs.
Document procedures and solutions for the knowledge base.
Communicate clearly and efficiently with users and IT teams.
Suggest improvements to support processes and tools.
Collaborate with teams to resolve complex issues.
Pursue continuous learning and relevant certifications for professional growth.

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Work model

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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 office in São Paulo.
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.

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What you need to have to be considered:

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University degree in Information Systems, IT Infrastructure Management, or a related field.
Experience in computer equipment maintenance.
Experience in network administration.
Experience as an IT support technician.
Experience in hardware and software maintenance and repair.
Experience with ITSM platforms (desirable).
ITIL and CCNA certifications (desirable).
Advanced English

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These will help you stand out:

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Basic knowledge of operating systems (Windows, Linux, macOS).
Experience in software installation, configuration, and maintenance.
Familiarity with computer networks and basic communication protocols.
Understanding of information security and data protection best practices.
Experience providing technical support both in-person and remotely.
Ability to document and manage help desk calls.
Strong diagnostic and problem-solving skills.
Experience with hardware and infrastructure maintenance.
Basic knowledge of network structure and cabling.
Strong communication skills and ability to interact with users of varying technical levels.
Quick learning ability and a continuous improvement mindset.
Teamwork and collaboration with other departments to resolve issues.

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