Sr. Technical Support Specialist

Description:

We are seeking a skilled and hands-on Senior Infrastructure Support Specialist to serve as a critical on-ground presence within the (GCC), (Riyadh) embedded as part of the Managed Services Provider (MSP) structure supporting Telstra Health’s Power Health implementations.
This role combines traditional L1 and L2 infrastructure responsibilities with elevated scope, including coordination with implementation leads, support for integration activities, and acting as a local escalation and delivery point to ensure seamless operations in a high-demand clinical and technical environment. Arabic Speaking is compulsory for this role.
Key Responsibilities:
Infrastructure & Support (L1/L2):
• Provide first- and second-level technical support for end-user computing, network, and server infrastructure.
• Troubleshoot and resolve incidents across desktop, printer, VDI, networking, user access (AD), and hardware.
• Manage and resolve ITSM tickets in alignment with SLAs and escalation protocols.
• Maintain local configuration documentation, recovery steps, and system checklists.
• Coordinate with central Cognizant Infra and Telstra Health support teams for escalations.
Augmented Responsibilities:
• Act as technical lead and escalation point for local GCC-based integration resources.
• Coordinate daily activities of onsite infrastructure/implementation support staff.
• Serve as the local interface between Run support and the PowerHealth implementation team.
• Participate in deployment planning sessions, customer readiness meetings, and change briefings.
• Escalate risks or resource constraints to Cognizant delivery leadership.
Skills & Experience Required:
• 6+ years’ experience in L1/L2 infrastructure support roles.
• Strong technical proficiency in Windows environments, Active Directory, networking, and desktop support.
• Prior experience working in MSP environments with SLA and ITIL frameworks.
• Excellent stakeholder engagement and communication skills.
• Experience in healthcare/clinical technology environments preferred.
• Leadership or coordination experience across small technical teams desirable.