Cognizant Apprenticeship Program

**Cognizant Apprenticeship Program - IT Support Technician (Canada)**:
**Program Overview**:
The IT Support Technician apprenticeship program is a one-year paid learning experience in which new hires are required to successfully complete specific learning hours and on-the-job training to ensure success in their new role and pass technical assessments along the way.

Upon graduating and receiving a certificate from the apprenticeship program, Associates will be eligible for continued employment with Cognizant based on education, work experience, technical assessment, performance evaluation, and client engagement.

**Position Overview**:
New hires will get trained in specific technical skills to enhance core competency skills and grow their career. Throughout the first year at Cognizant, we will closely monitor progression and offer coaching, training, and support to help achieve long-term career goals at Cognizant.
Join us

**Qualifications**:

- Minimum Associate degree (Bachelors preferred) required in an IT related field (Computer Science, Computer Engineering, Computer Engineering, Software
- Engineering, Information Systems.)
- CompTIA and/or AWS certification(s) preferred
- 1-2 years of experience working in end-user support and IT performance analysis role preferred
- Experience in 24/7 operations (i.e. call Centers in a voice support process)
- Comprehensive and up-to-date understanding of computer hardware and software
- Knowledgeable in Windows operating systems
- Proficient with task management, customer relationship management software; with good understanding of Microsoft Office suite
- Strong multitasking skills handling voice calls and document records simultaneously

**Responsibilities**:

- Open to relocating within Canada for future assignments as required by business needs
- Work in a 24/7 rotation shift: shift start and end times will vary and will often commence and/or end outside of normal business hours
- Provide first level support and resolution for Cognizant products, internal associates, and clients - including working on assigned tickets with a focus on account provisioning and troubleshooting
- Answer and respond to inbound calls or electronic requests from end-users regarding incidents and log and track all incidents and requests
- Create detailed problem notes, find steps the user can take to fix the issue, manage the flow of incoming support requests, and update into the service desk tracking software
- Update general knowledge of current corporate, division, and facility-specific products; in addition to improving the ability to resolve requests on first contact
- Ability to create tickets, categorize and prioritize open items in action log and ensuring timely delivery across the organization
- Escalate production issues quickly and drive resolution while communicating status and resolution path to client
- Follow up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
- Undergo training based on project requirements

**Location(s)**:
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 or Cognizant office in **Mississauga**.

Note: 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.

**Start Date(s)**:
**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 associate’s diverse backgrounds offer varied perspectives and fuel new ways of thinking. We encourage lively discussions which inspire better results for our clients.

**Work Authorization**:
Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

**Employee Status **:Full Time Employee

**Shift **:Day Job

**Job Posting **:Mar 11 2024

**About Cognizant