Job Title

Cloud, Infrastructure & Security (CIS) Position Overview This role provides first-line (L1) technical support as the initial point of contact for users. The position focuses on incident and request intake, troubleshooting, documentation, and timely escalation while building foundational Infrastructure (Infra) skills across core IT domains. Key Responsibilities u00b7 Serve as the single point of contact for IT issues, queries, and service requests via phone, email, chat, or other customer-provided channels; switch channels as required. u00b7 Provide technical assistance for issues related to computer systems, software, applications, networks, and hardware. u00b7 Log all incidents and service requests; classify and prioritize; maintain and update records per process. u00b7 Drive first contact resolution whenever possible. u00b7 Escalate issues to the appropriate group/team per procedure and follow up through closure. u00b7 Document case notes thoroughly; share knowledge; educate customers; resolve incidents and fulfill requests as quickly as possible. u00b7 Use internal knowledge bases and customer-provided resources to deliver accurate technical solutions. u00b7 Meet service level targets and performance goals (e.g., balanced scorecard / SLA targets). u00b7 Promote self-help and available service options to reduce repeat contacts. u00b7 Perform other assigned duties as needed. u00b7 Deliver customer service excellence in unified contact center environments, using Genesys, Amazon Connect, Avaya, and GenAI agent assist. u00b7 Demonstrate clear communication, empathy, call/chat etiquette, and de-escalation techniques in multi-channel support scenarios. u00b7 Collaborate with cross-functional teams to deliver professional, multi-channel customer support and production readiness. u00b7 Engage in continuous learning and apply best practices in service desk, cloud, and remote support operations. Tools & Technology Exposure u00b7 Servers, databases, networking, storage, and backup fundamentals. u00b7 Cloud computing basics (Azure/AWS). u00b7 ITSM/ticketing tools (e.g., ServiceNow, Jira). u00b7 Basic hardware, software, and network troubleshooting under supervision. u00b7 Routine system maintenance and technical documentation. Required Qualifications u00b7 Minimum of High School diploma and/or an Associates or Bacheloru2019s degree in Computer Science, Information Technology, Engineering, or related field. u00b7 Strong interest in technology with an eagerness to learn. u00b7 Good problem-solving skills and attention to detail. u00b7 Clear written and verbal communication skills; able to explain technical concepts to non-technical users. u00b7 Customer service mindset with professionalism and empathy. u00b7 Ability to follow documented processes for ticket logging, prioritization, and escalation. u00b7 Willingness to work in a 24x7 support environment/work schedule, which may include nights, weekends, and holidays based on shift schedules. Location New hires will be hired nationwide, where you will work alongside other experienced Cognizant associates delivering technology solutions. Applicants must be willing to relocate to this major geographic area. While we attempt to honor candidate location preferences, business needs and position availability will determine final location assignment. Start Date New hires will start in May 2026 . While we will attempt to honor candidate start date preferences, business need and position availability will determine final start date assignment. Exact start date will be communicated with enough time for you to plan effectively. Salary and Other Compensation: The annual salary for this position is $45,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizantu2019s discretionary annual incentive program, based on performance and subject to the terms of Cognizantu2019s applicable plans. Why Choose Us? Cognizant delivers solutions that draw upon the full power and scale of our associates. You will be supported by high-caliber experts and employ some of the most advanced and patented capabilities. Our associateu2019s diverse backgrounds offer multifaceted perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients. Benefits Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: u00b7 Medical/Dental/Vision/Life Insurance u00b7 Paid holidays plus Paid Time Off u00b7 401(k) plan and contributions u00b7 Long-term/Short-term Disability u00b7 Paid Parental Leave u00b7 Employee Stock Purchase Plan Disclaimer The hourly rate, other 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. Work Authorization Due to the nature of this position, Cognizant cannot provide sponsorship for U.S. work authorization (including participation in a CPT/OPT program) for this role. _Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will notify you. At that time you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities._Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.