Field Services Engineer - Desktop
Cognizant · Cleveland, NC · 2 mo ago
On-siteInformation TechnologyFull-time
Location: Cleveland, NC. Applicants must be authorized to work in the US without sponsorship; this role does not offer visa transfer or sponsorship now or in the future.
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 and requests via ITSM processes, leverage tools like IT Shop, SCCM, and 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, root cause analysis (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
- 4-7 years of onsite desktop support experience in office and factory environments.
- Experience supporting audio-visual devices.
- Basic networking/WiFi troubleshooting skills.