Deskside Engineer

About the role

We are seeking a highly motivated Deskside Engineer to provide onsite end-user computing and field services support in a fast-paced enterprise environment. The ideal candidate will be responsible for delivering exceptional technical support to both standard and executive users, ensuring seamless operation of workplace technology, collaboration tools, and end-user devices.

Responsibilities

• Provide hands-on deskside and field support for laptops, desktops, workstations, printers, mobile devices, peripherals, and collaboration technologies.
• Diagnose and resolve hardware, software, connectivity, and operating system issues with minimal disruption to business operations.
• Support both Windows and macOS environments, ensuring devices meet enterprise standards and security requirements.
• Deliver high-quality customer service while managing multiple support requests in a timely manner.
• Perform Install, Move, Add, Change, and Dispose (IMACD) activities for end-user devices and workplace technology.
• Manage new hire onboarding activities, device deployments, refresh initiatives, hardware replacements, and employee offboarding support.
• Care for executive, senior leadership, and VIP users, providing white-glove technical support and ensuring rapid response and resolution of critical technology issues affecting business productivity.
• Support executive meetings, conferencing technologies, and specialized workplace technology requirements.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and Office applications.
• Assist with meeting setup, troubleshooting, and real-time support for critical business events.
• Troubleshoot network connectivity, VPN access, wireless networking, mobile device, and printing-related issues.
• Support enterprise mobility solutions and ensure employee devices remain connected and operational.
• Collaborate with infrastructure and engineering teams to address escalated technical concerns.
• Maintain accurate inventory records and asset tracking information.
• Manage hardware procurement requests, stock levels, device assignments, returns, and equipment recovery activities.
• Ensure compliance with organizational asset management and governance processes.
• Utilize ServiceNow or equivalent ITSM platforms to log, update, and resolve incidents and service requests.
• Maintain thorough and accurate technical documentation, knowledge articles, and support records.
• Adhere to ITIL-based incident, problem, request, and change management practices.
• Meet defined service level agreements (SLAs) and contribute to continuous service improvement initiatives.
• Work closely with Service Desk, infrastructure, engineering, and project teams to ensure effective issue resolution.
• Participate in technology rollouts, refresh programs, office moves, and workplace modernization initiatives.
• Provide technical guidance and knowledge sharing to team members when required.

Requirements

• 5+ years of experience in Deskside Support, Field Services, or End User Computing support.
• Strong experience supporting Windows 10/11 operating systems.
• Experience with Microsoft 365 (Office 365) troubleshooting and administration support.
• Hands-on experience performing IMACD activities and asset lifecycle management.
• Experience using ServiceNow or similar IT Service Management (ITSM) tools.
• Knowledge of networking fundamentals, including LAN, Wi-Fi, VPN, and connectivity troubleshooting.
• Experience supporting macOS/Macintosh devices.
• Familiarity with ITIL processes, incident management, request fulfillment, and change management.
• Strong verbal and written communication skills with a customer-first mindset.
• Ability to work independently in an onsite enterprise support environment.

Preferred Qualifications

• Experience supporting Microsoft Teams Rooms and conference room technologies.
• Exposure to enterprise mobility management solutions.
• Certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent.
• Experience supporting large enterprise environments and executive stakeholders.

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