Experience

1 - 3 Years

Job Location

Dubai - United Arab Emirates (UAE)

Education

Diploma(Computers), Bachelors in Computer Application(Computers)

Nationality

Emirati (UAE)

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

Job description:

• Participate in troubleshooting for both hardware and software issues;
• Perform general onsite, hands-on support for technology, Equipment, and/or Devices and supporting the troubleshooting and resolution of technical issues and execution of Service Requests at Customer Locations
• MACDs;  Hardware changes (e.g., hardware installation and testing upon configuration); Server/Storage reboots; Power cycles; Post-deployment validation of service functionality;
• Provide onsite escorts for Third Parties;
• Customer Location survey updates (rack elevations, current equipment, etc.);

Desired Candidate Profile

• Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services
• Troubleshoot, diagnose, and resolve Incidents for devices and software (OS), including removing and repairing physically broken or inoperable devices
• Conduct tests of repaired device to ensure such device operates appropriately and contains the End User images
• Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide “how-to” assistance). Cognizant responsible for providing instructions/guides to Partner Technicians, to be shared with the End Users.

Deskside Services (End User Devices)

Technician will be responsible for responding to all Tickets that have been designated as requiring On-Site/ Deskside Support.

Warranty Break-Fix Services (End User Devices)

Cognizant will provide the management of OEM warranty for repair service for supported assets under OEM warranty. In providing the warranty management for Break-Fix Services, Technician will:

• Provide the management of OEM warranty for repair service – in most cases this includes preparing the defective equipment for shipment back to the OEM through the client’s onsite shipping department and tracking / managing the claim through the entire life cycle

RMA Scope

       For warranty service tickets –

• OEM Trouble Tickets will be opened for warranty support and Return Materials Authorization (RMA) number will be obtained. IT Help will be updated with RMA numbers and instructions.
• Field Services Technician will remove defective parts and package for shipment, ensuring RMA numbers are clearly marked per OEM instruction
• Employment Type