Hardware Support Technician (ONSITE

As a Hardware Support Technician at Cognizant, you will be responsible for providing timely hardware break-fix support through whole unit swaps and deskside interactions. Your role will involve overseeing inventory management, delivering excellent customer service, and implementing defined processes for handling both critical issues and routine support tasks. Additionally, you will manage asset tagging and participate in generating weekly inventory reports, ensuring that all operations are executed smoothly and efficiently.

To become a Hardware Support Technician at Cognizant, you should have 1-3 years of experience in IT, specifically with desktops, laptops, and similar devices. Strong technical skills in various operating systems such as Microsoft Windows, MacOS, and Linux are essential, alongside proficiency in network configurations including LAN and VPN. Excellent communication skills, both in English and any local languages, along with solid Microsoft Office skills, are also crucial for success in this role.

At Cognizant, the work environment is dynamic, collaborative, and focused on digital transformation. As a Hardware Support Technician, you'll work closely with various levels of end users, including management and distinguished clients, known as ‘VIPs.’ Your role will place you in a high-paced setting, where your ability to diagnose and solve hardware issues efficiently and effectively will help drive overall client satisfaction and business success.

The salary range for a Hardware Support Technician at Cognizant is between $37,800 to $68,500 annually, depending on your experience and qualifications. Additionally, Cognizant provides a discretionary annual incentive program that rewards performance, alongside a comprehensive benefits package that includes medical, dental, vision insurance, and other perks such as paid time off and a 401(k) plan.

As a Hardware Support Technician at Cognizant, you'll enjoy an attractive benefits package that includes medical, dental, vision, and life insurance. You'll have access to paid holidays and time off, a robust 401(k) plan with contributions, and long-term and short-term disability coverage. Additionally, Cognizant offers paid parental leave and an Employee Stock Purchase Plan to help you build financial security.

When troubleshooting hardware issues, it’s important to follow a systematic approach. Start by gathering information from the user about the symptoms they are experiencing. Next, replicate the issue if possible, and then utilize diagnostic tools to identify the problem. Be prepared to swap out faulty components and always display a helpful attitude towards the user to ensure effective resolution.

I have hands-on experience with various desktop operating systems, primarily focusing on Microsoft Windows and MacOS. I am familiar with installation and configuration procedures, as well as common issues faced by users. Additionally, I keep myself updated on trends and changes to ensure I provide the best support possible to end-users.

When handling difficult customers, I believe remaining calm and patient is crucial. I listen actively to their concerns without interrupting, empathizing with any frustrations they may have. I then communicate clearly how I will resolve their issue, keeping them updated throughout the process, and ensuring their needs are prioritized.

To effectively prioritize multiple support requests, I assess the urgency and impact of each issue. Critical hardware failures and requests from VIPs would take precedent. I also consider any deadlines or events that may be affected, ensuring that I manage time efficiently while keeping users informed of status updates.

I often use tools such as remote desktop applications, inventory management systems, and ticketing software to track and manage support requests. Familiarity with hardware diagnostic tools also allows me to troubleshoot effectively. Using software such as Microsoft Office for reporting is a standard part of my workflow.

I have experience with basic network configurations, particularly with LAN setups and VPN connections. In a support capacity, I assist users in connecting their devices to secure networks and troubleshooting issues related to connectivity, ensuring that multiple platforms function efficiently.

One particularly challenging issue involved a recurring problem with a batch of laptops that consistently failed to connect to Wi-Fi. After investigating, I discovered it was a compatibility issue with specific network drivers. I promptly communicated with the vendor to secure an update and was able to resolve the issues for all affected users, ensuring minimal downtime.

I actively seek out training opportunities, attend workshops, and participate in online courses to enhance my technical skills. Following technology forums, subscribing to industry newsletters, and connecting with peers also keeps me informed about the latest trends and innovations in hardware support.

To ensure excellent customer service in tech support, I focus on communication, empathy, and follow-through. I confirm my understanding of users’ issues before acting, use clear language that avoids jargon, and ensure I follow up after resolving their problems to maintain a positive relationship.

I admire Cognizant’s commitment to digital transformation and believe my skills align perfectly with the company’s vision. I am excited about the opportunity to directly contribute to client satisfaction while also advancing my career in an innovative, supportive environment.