Field service engineer (Desktop ,AV, Mobility )
Cognizant · Detroit, MI · 1 mo ago
On-siteInformation TechnologyFull-time
Key Responsibilities
- 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.
Mandatory Skills
- Basic Knowledge of Desktop Support (Field services 2 - 3 years)
- Expert Desktop Support (Windows 11 support, laptop/desktop hardware troubleshooting, printer support 4-5 years)
- Troubleshoot Audio visual devices (Cisco VC devices troubleshooting, Telephony)
- Networking / WIFI (Troubleshoot network / WIFI issues 2-3 years)