Responsibilities
Provide onsite deskside support for end users, including hardware, software, operating system, peripheral, printer, mobile device, and connectivity troubleshooting
Own incidents and service requests from logging through resolution, ensuring accurate ticket updates, user communication, and SLA-aligned follow-up
Install, configure, image, deploy, validate, repair, replace, and decommission laptops, desktops, mobile devices, applications, drivers, and related end-user equipment
Support onboarding and offboarding activities, including device setup, account provisioning support, appointment-based onsite assistance, and hot swap replacement devices when required
Troubleshoot Microsoft 365 applications, collaboration tools, remote access solutions, conferencing systems, meeting room panels, audio-visual equipment, and video conferencing suites
Coordinate with service desk, infrastructure, network, cross-functional IT teams, third-party vendors, and client support organizations to resolve technical issues
Provide Smart Hands support for infrastructure activities, including server, storage, network equipment, cloud service, network, compute, and vendor-assisted support tasks
Maintain IT documentation, SOPs, knowledge articles, monitoring updates, inventory records, customer location survey information, and equipment details
Support software patching, hardware upgrades, device compliance configuration, access management software setup, VPN configuration, and approved application deployment
Participate in local IT projects, lifecycle management, technology refresh, business continuity, live event support, and meeting room setup activities as required
Qualifications and Skills
Experience in deskside support, field services, onsite support, desktop support, or end-user technology support
Good knowledge of Windows operating systems, desktop troubleshooting, device imaging, Windows upgrades, hardware troubleshooting, and peripheral support
Experience supporting Microsoft 365 applications and collaboration tools, with familiarity in Exchange, Intune, Microsoft Office, Adobe Creative Cloud, Teams, or similar user productivity applications where applicable
Familiarity with Active Directory, VPN, network connectivity troubleshooting, networking fundamentals, and endpoint access configuration
Experience using an IT service management or ticketing tool such as ServiceNow or a similar platform
Understanding of SLA-driven support, ITIL-based service delivery, incident handling, escalation, documentation, and prioritization based on business impact
Strong communication skills, customer service mindset, attention to detail, ownership, accountability, and ability to work under pressure
Good spoken and written English
Candidates with exposure to one or more of the following technologies or environments will have an advantage:
Knowledge of Windows Server solutions or roles, switches, routers, access points, servers, Cisco Meraki devices, or basic infrastructure support
Experience with Microsoft Intune, SCCM patching, endpoint software deployment, encryption, authentication, VPN configuration, or access management software
Experience supporting VDI or Citrix virtual desktop environments
Experience supporting meeting rooms, video conferencing, telepresence, audio-visual equipment, live events, VIP support, or walk-up support services
Exposure to RF guns, barcode scanners, label printers, networked printers, MFDs, mobile devices, or other specialized workplace technology
Knowledge of Amazon Web Services, local vendor coordination, asset decommissioning, equipment surveys, inventory, SOP creation, or knowledge article creation
Exposure to logistics, BFSI, asset management, or enterprise corporate environments
Willingness to travel between hub and spoke sites or support nearby client locations where required
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About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap 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, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
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.
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.
