About the role
As a Systems Engineer, you will make an impact by providing high-quality desktop support services for a global workforce in a hybrid and rotational shift environment. You will support end users by resolving hardware, software, and connectivity issues, maintaining endpoint stability, and contributing to continuous improvement initiatives that enhance the overall user experience. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, application, and service desk teams.
In this role, you will
- Provide comprehensive desktop support to end users by diagnosing and resolving incidents related to operating systems, applications, hardware, peripherals, and connectivity issues.
- Deliver remote troubleshooting using secure support tools to resolve technical issues efficiently while maintaining a strong focus on user satisfaction.
- Coordinate with service desk teams to manage ticket escalations, validate troubleshooting activities, and implement advanced resolutions.
- Configure, install, maintain, and upgrade desktop hardware, operating systems, drivers, and enterprise applications.
- Perform endpoint patching, antivirus updates, and security configuration activities in accordance with organizational policies.
- Monitor endpoint performance and stability, identify recurring issues, and recommend corrective actions to improve reliability.
- Collaborate with infrastructure and application support teams to investigate and resolve complex technical issues affecting multiple users.
- Maintain accurate incident records, troubleshooting documentation, knowledge articles, and support procedures.
- Support incident management, service request fulfillment, and planned maintenance activities within a rotational shift environment.
- Communicate technical solutions effectively to both technical and non-technical users by providing clear guidance and setting appropriate expectations.
- Participate in continuous improvement initiatives by enhancing support processes, standard operating procedures, and self-service documentation.
- Adhere to service level agreements (SLAs) by prioritizing work based on business impact and escalating issues when required.
- Support onboarding and knowledge-sharing activities for new team members by providing guidance on support tools, processes, and best practices.
Work model
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Plano, TX. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What you need to have to be considered
- 2 to 5 years of experience providing desktop or end-user computing support within a corporate environment.
- Strong experience supporting Microsoft Windows operating systems and standard enterprise productivity applications.
- Experience troubleshooting hardware, software, printer, peripheral, and network connectivity issues.
- Proficiency with remote support tools and desktop management technologies.
- Knowledge of endpoint security practices, including patch management, antivirus solutions, and security compliance requirements.
- Experience working with incident management, service request fulfillment, and ticketing systems.
- Understanding basic networking concepts, including VPN connectivity, wireless networking, DNS, and network troubleshooting.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve issues efficiently.
- Excellent communication and customer service skills with the ability to support both technical and non-technical users.
- Ability to work effectively in a hybrid environment and participate in rotational shift schedules.
- CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent endpoint support certification.
These will help you stand out
- Experience supporting enterprise endpoint management platforms such as Microsoft Intune, SCCM, or equivalent tools.
- Familiarity with ITIL-based support processes and SLA-driven environments.
- Experience supporting global teams within a multinational organization.
- Knowledge of desktop automation, scripting, or process improvement initiatives.
- Experience creating technical documentation, knowledge articles, and user training materials.
- Exposure to Microsoft 365 administration and endpoint management technologies.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
