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.

Responsibilities

• Execute incidents/requests via ITSM processes
• Leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility
• Apply strong Windows plus basic networking troubleshooting to restore services quickly
• Maintain SOPs, runbooks, and knowledge articles
• 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
• Show hands on expertise in administering Nexthink including creating dashboards, building metrics, and leveraging analytics to drive proactive incident prevention
• Show strong knowledge of Windows desktop operating systems including configuration, group policies, patching procedures, and troubleshooting methodologies
• Show practical experience in enterprise networking concepts such as IP addressing, DNS, DHCP, and basic routing as they relate to desktop connectivity and performance
• Show 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

Qualifications

• Hands-on expertise in administering Nexthink
• Strong knowledge of Windows desktop operating systems
• Practical experience in enterprise networking concepts
• Proven capability in desktop support

Skills

• Nexthink administration
• Windows troubleshooting
• Enterprise networking concepts
• Desktop support

Benefits

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

Pay

Discretionary annual incentive program based on performance and subject to the terms of Cognizant’s applicable plans.

Schedule

ONSITE