End User Services Support Engineer Location: Elk Grove Village, IL, USA Hybrid Job Description: Job Title: End User Service Support Engineer Please note, this role is not able to offer visa transfer or sponsorship now or in the future We are seeking an experienced and customer-focused End User Services Support Engineer to provide reliable, high-quality IT support to employees in a large enterprise environment. The ideal candidate will have strong hands-on troubleshooting expertise across desktops, operating systems, networks, and end-user technologies, along with a solid understanding of IT Service Management (ITSM) processes. This role requires excellent communication and interpersonal skills to effectively support users and collaborate with cross-functional IT teams. Salary and Other Compensation: The annual salary for this position is between $63,000 to $70,000 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. In this role, you will - Provide end-to-end technical support for desktop and end-user computing issues in a large enterprise environment. - Support day-to-day IT operations, including system maintenance, user setup assistance, and routine support activities. - Troubleshoot and resolve issues related to Windows operating systems, desktop/laptop hardware, peripherals, and applications. - Diagnose and fix network connectivity issues, including LAN/Wi-Fi, basic DNS/DHCP, and VPN-related problems. - Support mobile devices (iOS/Android), including device configuration, email setup, application access, and basic MDM-related issues. - Provide troubleshooting and support for Microsoft Office 365 applications such as Outlook, Teams, OneDrive, and SharePoint. - Install, configure, and maintain printers and scanners, resolving hardware driver, connectivity, and print queue issues. - Support and maintain end‑user computing services to ensure minimal business disruption. - Follow IT Service Management (ITSM) processes for incident, request, and change handling. - Collaborate effectively with cross‑functional IT teams to resolve complex issues. - Communicate clearly with end users, demonstrating strong interpersonal and customer‑service skills. What you'll need to succeed (required skills) - 4+ years of experience supporting end-user services in a large enterprise environment. - Strong hands-on troubleshooting experience with: o Desktop and laptop hardware o Windows operating systems o Basic networking and connectivity issues o Mobile devices (smartphones and tablets) o Microsoft Office 365 o Printers and peripheral devices - Good working knowledge of ITSM processes, specifically Incident Management and Change Management. - Excellent verbal and written communication skills, with strong interpersonal abilities. - Proven ability to work independently while managing multiple tasks in a fast-paced support environment. 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 Please note, this role is not able to offer visa transfer or sponsorship now or in the future Work model: 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 a hybrid position requiring 3 days a week from client location in Elk Grove Village-IL USA. 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. We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role. Disclaimer: The salary, 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. "Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws."

Get to Know Us: It's fun to work in a company where people truly believe in what they're doing! At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications. Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance. Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers. Work, Play and Grow at BlackLine! Make Your Mark: The Application Support Analyst position is responsible for handling any incoming customer support inquiries, performing troubleshooting using various resources, and if needed, elevates issue to Senior Application Support Analyst Services. You'll Get To: - Coordinate with customer to determine functional requirements and determine technical solutions. - Analyze data in support of proposed projects, business cases, and system requirements. - Coordinate with customers and/or technical staff to resolve issues with software applications. - Use accepted project management, application development and documentation standards and processes. - Test, implement, document and maintain software applications. - Work as a member of a team and provide support for applications. - Use formalized development methodology to assure that risks to security and business process integrity are identified and mitigated. - Gather the customer's information and determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. - Identify what the customer is trying to accomplish. - Use available knowledge & resources to provide possible solutions. - Document client issue and process of resolution. - Handle incoming support inquiries. What You'll Bring: - Ability to analyze a problem and direct appropriate course of action - Professional attitude and desire to answer customer inquiries and resolve issues with patience and understanding; must be service-oriented - 2+ years prior experience in a customer support position, with a focus on accounting, financial, or banking applications - 2+ years Web-based applications experience and related technical knowledge--for example, SQL queries/scripting, MS Office, Ticket Management Systems, resolution of browser issues, etc.) - Bachelor's degree in related field Thrive at BlackLine Because You Are Joining: - A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation! - A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives. - A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity. BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws. BlackLine recognizes that the ways we work and the workplace itself have shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week. #LI-NS1

Company OverviewAt Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department OverviewDepartment Description Motorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software and video security & analytics, make cities safer as well as help communities and businesses thrive. At Motorola Solutions, we are ushering in a new era in public safety and security. Motorola Solution’s Video Division is defining the future of the security industry through innovative end-to-end-solutions and award-winning AI based surveillance systems. Artificial Intelligence is transforming the world and our team is advancing the field as it applies to the surveillance industry. We are proud to be industry leaders in video analytics with products like Appearance Search and Unusual Motion Detection along with our cloud service platform. Our video solutions have been installed in more than 120 countries at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers. At Motorola Solutions, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact on the safety of people and businesses globally. Job DescriptionReporting to the Technical Support Manager, the Technical Support Lead is responsible for owning the customer experience through managing day-to-day operations within the Technical Support organization. In addition, this role oversees the team's performance levels, queue coverage, and resources time utilization in order to meet the department's KPIs. You will be responsible for coaching, mentoring and guiding a team of Technical Support Agents. You will also be responsible for developing and maintaining a strong understanding and knowledge of MSI products in order to be successful in this role. A strong customer-focused mentality will be key, along with the ability to instill this amongst team members. Basic RequirementsKey Responsibilities - Stay on top of all queues, ensure service levels are met, and assist the support team when necessary. - Perform ticket spot checks and ensure that Support standards are met in every customer interaction. - Support various approaches such as regular scheduled 1-1s team huddles, side by side sit-ins, remote monitoring to provide coaching and guidance to direct reports in their daily activities by fostering a collaborative and trusting environment through effective and open communication. - Create initiatives that address knowledge gaps and improve the quality of our responses, escalations, and the overall customer experience. - Have a high-level knowledge of all MSI Fixed Video products - Manage all aspects of personnel performance including hiring, onboarding & terminations, coaching & skills development, regular performance reviews, change management, ongoing performance management/improvement & disciplinary functions and ad hoc requests. - Cultivate a motivating and encouraging team environment for high employee engagement. Recognize and celebrate individual and team successes. - Ensure critical customer issues are addressed as soon as possible, including acting on customer feedback through CSAT surveys, by connecting with them via callbacks. - Collaborate with all internal & external stakeholders to achieve common goals & objectives while also pushing for support for Technical Support specific interests, where & when applicable - Undertake various primeships as per Management Team's needs & requirements in addition to Team Lead duties - Work closely with the Technical Support Manager on development & execution of Strategic plans & initiatives tied to overall vision. Basic Qualifications - 3-5 years of relevant experience in an IT environment with a Bachelor's Degree or Diploma/Certificate in Computer Science, Engineering, or a relevant software/computer related field is considered an asset -OR- 6-7 years of relevant experience, additional prior vocational or technical education will be considered an asset. - 2-3 years technical support experience supporting enterprise level applications - 1-2 years plus experience leading a team in a Technical Support environment is a plus. - Experience working in environments using the KCS Methodology. - Strong working knowledge of Motorola Solutions products, especially Unity, Pelco and/or Alta platforms. - Excellent communication skills both written and verbal, with the ability to manage customer expectations. - Strong organizational skills and attention to detail. Preferred Qualifications - Familiarity with Salesforce, Google Workspace, Jira, and Slack. - Background in surveillance systems, networking, or enterprise software deployment - Previous project management experience or PMP certification is a plus. - Certifications such as, but not limited to: CCNA, MCSA, MTA, LFS, MCSE, CompTIA A+, ITIL. Additional Information - This role is hybrid. - Flexible working hours and shifts. Travel RequirementsNone Relocation ProvidedNone Position TypeExperienced Referral Payment PlanNoEEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

• Investigate and resolve customer technical issues across cloud security posture management, vulnerability scanning, threat detection, container/Kubernetes security, identity & access management, network analysis, and data security • Troubleshoot cloud connector and integration failures across AWS, Azure, GCP, OCI, and SaaS platforms - including IAM/permissions issues, network connectivity, API authentication, and scanning infrastructure • Diagnose workload scanning and runtime security issues including outpost deployment, sensor configuration, registry scanning, malware detection, and file integrity monitoring • Analyze vulnerability findings - triage false positives, validate detection accuracy, investigate SBOM/SCA results, and assess secret detection and patch management coverage • Support shift-left security workflows including CI/CD scanning, IaC security, admission controllers, Kubernetes connectors, and code/version control scanning • Design and implement automation that scales the support offering - leveraging AI agents, agentic workflows, and tooling to improve triage accuracy and resolution efficiency • Participate in on-call rotation for after-hours, holiday, and weekend support coverage