Field Services Engineer Lead

About the role

We are seeking a Field Services engineer Lead with 4-7 years of onsite desktop support experience across office and factory environments.

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

Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Skills

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

Benefits

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. Cognizant 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