Field Services Engineer

About the role

We are seeking a Field Services engineer with 4–7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

Responsibilities

• 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.

Requirements

• Possess a degree in computer science, information technology, or a related discipline, or equivalent practical experience with enterprise end-user environments.
• Demonstrate hands-on expertise in administering Nexthink, including creating dashboards, building metrics, and leveraging analytics to drive proactive incident prevention.
• Show practical experience in enterprise networking concepts such as IP addressing, DNS, DHCP, and basic routing as they relate to desktop connectivity and performance.
• Exhibit proven capability in desktop support including hardware diagnostics, software installations, profile management, and resolution of complex user issues.
• Manage tasks independently within defined processes, prioritize work based on business impact, and consistently meet service level expectations.

Benefits

• Medical, Dental, Vision, and Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

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.