About the role
As a Field Service Engineer, you will make an impact by supporting office and factory operations, helping ensure end-user devices, shop floor technology, printers, scanners, and conference room systems remain reliable and efficient. This role blends hands-on onsite support with incident resolution, device deployments, endpoint troubleshooting, and continuous improvement to help reduce downtime and support a strong user experience. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.
In this role, you will:
• Provide hands-on onsite support across office and factory environments for laptops, desktops, rugged factory laptops, printers, handheld scanners, conference room audio-visual devices, and related field services equipment.
• Support break/fix activities, hardware deployments, device replacements, escalations, and day-to-day onsite IT requests while helping maintain service continuity.
• Review, prioritize, update, and assign incidents and service requests through ITSM tools while supporting timely resolution and SLA expectations.
• Troubleshoot Windows 11, laptop and desktop hardware, printer issues, basic network connectivity, Wi-Fi, telephony, and audio-visual devices.
• Use tools such as SCCM, IT Shop, and Nexthink to support endpoint visibility, software support, device diagnostics, and issue resolution.
• Support incident management activities, contribute to root cause analysis for major or recurring incidents, and help identify opportunities to prevent repeat issues.
• Create and update SOPs, runbooks, and knowledge articles to improve support consistency, documentation, and knowledge sharing.
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 Fort Mill, SC.
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+ years of experience in onsite desktop support, field services, or end-user computing.
• Experience supporting office, factory, warehouse, manufacturing, or shop floor environments.
• Strong Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, break/fix support, device replacements, and deployment support.
• Experience supporting printers, including HP and Lexmark devices, as well as rugged laptops, handheld scanners, or similar operational technology devices.
• Experience troubleshooting conference room audio-visual devices, Cisco video conferencing equipment, telephony, basic networking, and Wi-Fi connectivity issues.
• Experience working with ITSM tools and following incident, request, escalation, and service resolution processes.
• Exposure to endpoint support tools such as SCCM, IT Shop, or Nexthink.
• Strong communication skills with the ability to support technical and non-technical users in a fast-paced onsite environment.
These will help you stand out:
• Experience supporting factory, shop floor, warehouse, or production environments where device uptime is important.
• Experience creating or updating SOPs, runbooks, knowledge articles, or support documentation.
• Experience contributing to root cause analysis, recurring issue prevention, or service improvement activities.
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.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
