Lead Field Support Engineer
About the role
This is a hands-on onsite lead role, requiring daily physical presence at customer location, where the lead actively performs field support while overseeing desktop operations for the site.
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.
- Act as primary point of accountability for the site from desktop support perspective.
- Monitor and assign tickets through ITSM tools; manage queues, priorities, and escalations.
- 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
Must have 3 to 5 years of Desktop Support or Field Services experience. Must have experience with Windows 11 Support, laptop/desktop hardware troubleshooting and printer support. Must have 2 plus years of experience with audio visual devices support including Cisco VC, telephony. Must have 2 plus years of experience with troubleshooting Network/wifi issues.
Qualifications
Not specified
Skills
Not specified
Benefits
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.
Pay
Not specified
Schedule
5 times a week from office (ONSITE)