Deskside Support Engineer
Permanent Employment – Copenhagen/Denmark
As a Deskside Support Engineer, you will provide technical assistance to users, addressing hardware issues with Windows laptops, desktops, MacBooks, Android, iOS, and Printers. Your responsibilities include application installation, troubleshooting, and overall end-user computing maintenance.
About the Team / Business Unit
The Deskside Support team helps users with their computers, mobile devices, and printers, including setup, moves, changes, and disposal. They provide special support to VIP users, troubleshoot macOS issues, manage device backups, and keep spare devices to reduce downtime. They handle IT assets, including hardware needs and eco-friendly disposal, and work with third-party vendors for repairs. They manage printer supplies, provide user support through walk-up stations and training, and analyze ticket trends to create helpful guides and coordinate with offshore support.
About You:
You will be part of Deskside Support Team, which is expected to deliver outstanding technical support to our end-users in Ballerup, Denmark, with occasional travel to Jylland. Your role will be pivotal in ensuring a smooth and efficient technology experience for our employees, including VIP support and proactive problem-solving. A deep understanding of end-user support, device management, and IT asset lifecycle management is essential for this position.
Required & nice to have Skills:
We are seeking a highly skilled and experienced Onsite Deskside Support Engineer to provide exceptional technical support to our end-users in Ballerup, Denmark, with occasional travel to our Jylland locations. You will play a crucial role in ensuring a seamless and productive technology experience for our employees, including VIP support and proactive problem-solving. This role requires a strong understanding of end-user support, device management, and IT asset lifecycle management.
Responsibilities:
• End-User Support: Provide comprehensive deskside support for workstations, mobile devices, and printers, including installation, moves, adds, changes, and disposals (IMACD). Offer enhanced support to VIP users with prioritized service and rapid turnaround times.
• macOS Expertise: Troubleshoot macOS issues, including operating system updates, application installations, and performance optimization. Provide expert guidance on macOS best practices.
• Device Management: Manage end-user device backups and recovery, ensuring data integrity and minimal downtime. Maintain a loaner and spare pool inventory (3%) to further reduce user disruptions.
• IT Asset Management: Support the IT asset lifecycle, including hardware requirements, eco-friendly toner disposal, and collaboration with contractors for equipment disposal. Handle warranty and out-of-warranty break-fix support, coordinating with third-party vendors as needed.
• Printer Management: Oversee printer consumables (paper, toner, cartridges), including forecasting and replacement, in partnership with our designated printer partner.
• Employee Experience: Provide a positive user experience through walk-up support stations/performance bars and end-user training on new technologies and issue resolution.
• Problem Solving & Analysis: Analyze onsite ticket trends, create knowledge articles and FAQs, and coordinate with the offshore Workplace support team to diagnose and resolve end-user issues.
• Travel: Travel to Jylland locations on a scheduled weekly/monthly basis to provide onsite support.
Required Skills:
• Experience: 5-7 years of experience in end-user/workplace support for IT and business teams.
• Operating Systems: Strong experience with Windows 10 and Windows 11, including Azure Intune deployment.
• macOS Expertise: Deep understanding of macOS and Apple hardware.
• Mobile Device Management (MDM): Proven experience managing mobile devices.
• ServiceNow: Mandatory experience using ServiceNow.
• Languages: Native proficiency in Danish and English.
• Collaboration: Experience working in an onsite/offshore support model.
Preferred Skills:
• Experience with other relevant IT support tools and technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently 1 and as part of a team.
If you’re comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!
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Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.