Desktop Support Engineer

Role: Deskside Support Engineer

Location- Danvers,MA (ONSITE)

Technician Skillset Required

· Experience in supporting overall manufacturing / lab IT systems and IT devices.

· Familiarity with manufacturing, lab and Data Center IT equipment

· Includes but is not limited to scanners, printers (Zebra, etc..), tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..

· Advanced Troubleshooting / Problem Solving capabilities for AV devices (projectors, microphones, speakers, amplifiers, cameras, and displays)

· Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management

· Advanced communications skills to work with multiple teams (Network, Server) and/or OEMs on high priority issues.

· Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center

· Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.

· Basic Troubleshooting / Problem Solving capabilities (L1 level) for network devices which includes rack and stack (Routers, Switch, Firewalls, Wireless Access points)

· Knowledge / Understanding of GMP and GxP

· Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment.

· Strong focus on quality and attention to detail

· Provide smart Hands and Feet support for Technology team on demand

· Rack and Stack Support for commissioning/decommissioning infra devices to be provided.

· Provide physical access to vendors on demand for site/Communication rooms - IDF/MDF/MMR and Data Center/Server room.

· Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center

· Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.

· Co-ordination for cable patching with Vendors or enable on demand.

· Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site

· Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management

· Installing and configuring hardware and software components to ensure usability by end users

· Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates

· Experience in supporting overall manufacturing / lab IT systems and IT devices

o Familiarity with manufacturing, lab or distribution center IT equipment

o Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..

· Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident

· Advanced communications skills to work with multiple teams and/or OEMs on high priority issues

· Advanced Microsoft skills (server support, etc.)

· Knowledge / Understanding of GMP and GxP

· Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment

· Strong focus on quality and attention to detail

Additional Site requirements:

· Safety training and proper PPE and/or Lab requirements always apply

· Understanding of GMP / GxP environment

o PCs / Servers cannot have any sort of maintenance or patching without approved change control windows

o No systems or devices should ever be rebooted without proper approvals

o Often MLL sites may have isolated networks

· Understanding of what critical support means during a P1 or P2 event (i.e. proactive support - spares, crash carts, etc..)

· Ensure best practices are followed and understood:

o 5S (LEAN) or similar methodology in IT rooms / Datacenter

o Requirements to enter a clean room

§ Proper entry procedures, proper gear, etc..

o Safety protocol for moving IT equipment around the building (carts, trikes, push carts, etc..)

Salary and Other Compensation: The annual salary for this position is between $65,000 to $74,000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical/Dental/Vision/Life Insurance

· Paid holidays plus Paid Time Off

· 401(k) plan and contributions

· Long-term/Short-term Disability

· Paid Parental Leave

· Employee Stock Purchase Plan

Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.