About the role
As a Field Support Engineer, you will make an impact by providing onsite and remote support for end-user devices, Microsoft 365 applications, and workplace technology services. You will support incident resolution, endpoint lifecycle management, and field service activities while ensuring a high-quality user experience and adherence to service level agreements. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, operations, and service management teams.
In this role, you will
- Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Assist users with VPN, Wi-Fi, MFA, and access-related issues.
- Respond to incidents and service requests within agreed SLA timelines.
- Perform ticket triage, diagnosis, troubleshooting, and resolution activities.
- Escalate unresolved issues to specialized support teams with complete troubleshooting details.
- Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.
- Provide deskside support requiring physical intervention at office locations.
- Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
- Support workstation deployments, office relocations, conference room technologies, and site-specific IT activities.
- Act as a customer-facing point of contact for onsite technical support.
- Perform device imaging, deployment, refresh, and decommissioning activities.
- Install, configure, and upgrade operating systems and applications.
- Maintain asset inventory and CMDB accuracy.
- Support laptop provisioning and endpoint deployment activities.
Work model
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Calgary, AB.
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
- 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
- Experience supporting Windows operating systems, desktops, laptops, mobile devices, printers, and peripherals.
- Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Experience troubleshooting hardware, software, networking, and end-user access issues.
- Experience working with ticketing systems in an SLA-driven support environment.
- Knowledge of VPN, Wi-Fi, MFA, and identity/access support.
- Experience with device imaging, deployment, refresh, and endpoint lifecycle management.
- Strong customer service, communication, and problem-solving skills.
These will help you stand out
- Experience supporting executive users and customer-facing environments.
- Familiarity with ITIL processes and service management best practices.
- Experience with conference room and collaboration technologies.
- Knowledge of Microsoft Intune, Autopilot, or endpoint management solutions.
- Relevant Microsoft, CompTIA, or end-user computing certifications.
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 as someone who can bring new and exciting things to this role.
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。
