Desktop Support Engineer (Onsite - Bogotá, Colombia)

Desktop Support Engineer (Onsite - Bogotá, Colombia)

About the role

As a Desktop Support Engineer, you will make an impact by delivering high-quality end-user technical support and ensuring the stability, performance, and reliability of workplace technology services. You will be a valued member of the Infrastructure Services team and work collaboratively with end users, IT support teams, vendors, and client stakeholders to provide an exceptional support experience.

In this role, you will:

• Provide technical support for Windows 10, Windows 11, desktops, laptops, macOS devices, and mobile devices.
• Troubleshoot and resolve Microsoft 365, email, access, and user account issues while maintaining high levels of customer satisfaction.
• Manage Active Directory activities including user provisioning, password resets, group management, and access requests.
• Support printers, multifunction devices (MFDs), collaboration tools, and meeting room technologies such as Zoom Rooms and Webex Rooms.
• Diagnose and resolve basic networking issues involving LAN, Wi-Fi, VPN connectivity, and endpoint communication.
• Log, track, and resolve incidents and service requests within agreed service levels while maintaining accurate documentation and asset records.

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days per week in a client or Cognizant office in Bogotá, Colombia.

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

• 7+ years of experience providing desktop support, technical support, or IT field services.
• Strong hands-on experience supporting Windows 10 and Windows 11 environments.
• Experience supporting laptops, desktop hardware, macOS devices, and mobile devices.
• Solid knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Active Directory user and access management.
• Knowledge of incident management and IT service management processes, preferably using ServiceNow.
• Experience troubleshooting printers, multifunction devices, and end-user peripheral equipment.
• Ability to diagnose and resolve basic networking issues related to Wi-Fi, LAN, VPN, and connectivity.

These will help you stand out

• Experience with JAMF, SCCM, and MECM for device management and software deployment.
• Experience supporting Zoom Rooms and Webex Rooms technologies.
• Knowledge of change management lifecycle processes.
• Experience supporting users within a large enterprise environment.
• Exposure to the Media industry.

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.