Field service engineer – Desktop, Audio, Video and Mobility

What You’ll Do In This Role

• Install, configure, and resolve issues for AV equipment and collaboration tools
• Provide mobile device support (setup, troubleshooting, enterprise connectivity)
• Provide hands-on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools;
• Perform incident management, RCA for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

What You’ll Need To Succeed

• Possess professional experience between 3-6 years in systems engineering or desktop support roles with hands on responsibility for managing enterprise class end user environments.
• Exhibit solid proficiency in supporting Windows based laptops and desktops covering operating system issues, driver problems, hardware diagnostics, and integration with productivity tools, Cisco VC devices, troubleshooting, Telephony, Troubleshoot network / WIFI issues.
• Show familiarity with endpoint management concepts such as software deployment, patch management, and configuration control even if exposure is through assisting senior engineers or using third party platforms.
• Communicate effectively with diverse user groups and technical teams using concise explanations and empathetic listening to resolve issues and promote a positive support experience.
• Demonstrate awareness of information security practices for endpoints including password hygiene, privilege control, and safe handling of corporate data and follow organizational guidelines consistently.

Benefits

• Cognitive 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