Job Summary
This role is for a Technical Lead focused on Nexthink based end user tools and desktop support in a day shift office based environment. The role involves guiding complex incident resolution driving proactive monitoring and enhancing digital employee experience across a large enterprise. The professional will collaborate with cross functional teams to ensure stable and secure endpoints.
Responsibilities
- We are seeking a Field Services engineer with 4-7 years of onsite desktop support experience across office and factory environments. The role covers Audio Video and Mobility management break fix and deployment support for laptops desktops rugged factory laptops printers handheld scanners and conference room A V devices. The technician will execute incidents requests via ITSM processes leverage tools like IT Shop SCCM Nexthink for endpoint visibility and apply strong Windows plus basic networking troubleshooting to restore services quickly
Key Responsibilities
Install configure and resolve issues for AV equipment and collaboration tools
Provide mobile device support (setup troubleshooting enterprise connectivity)
Provide hands-on onsite support (break fix deployments escalations) for laptops desktops rugged factory devices printers (HP Lexmark) handheld scanners and conference room A V systems.
Monitor ticket queues and assign tickets through ITSM tools
Perform incident management RCA for major incidents and drive issue prevention.
Create and maintain SOPs runbooks and knowledge articles.
Utilize tools such as SCCM IT Shop and Nexthink for endpoint visibility and support efficiency.
Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.
Desktop Support - Field services 2 - 3 years Windows 11 support laptop desktop hardware troubleshooting printer support
Audio visual devices 4-5 years Cisco VC devices troubleshooting Telephony
Mobile device setup and incidents
Networking WIFI 2-3 years Troubleshoot network WIFI issues
Deliver high quality desktop support services by resolving incidents and service requests related to laptops desktops and peripherals in a timely and efficient manner
- Coordinate Nexthink driven monitoring activities by analyzing endpoint health data to detect anomalies and initiate corrective actions before user impact occurs
- Implement standardized procedures for software deployment patching and configuration changes using Nexthink insights to maintain a secure and compliant endpoint environment
- Provide advanced troubleshooting for complex end user issues by collaborating with network security and application teams and ensuring permanent resolution
- Develop detailed knowledge articles and troubleshooting guides to enable consistent service desk operations and reduce mean time to resolve for recurring issues
- Collaborate with endpoint engineering teams to refine device images baseline configurations and automated scripts that improve stability and user productivity
- Review incident and problem trends on a regular basis using Nexthink analytics and propose targeted improvement initiatives for core desktop services
- Execute root cause analysis for major end user incidents and document actionable remediation plans that prevent recurrence and improve service reliability
- Communicate clearly with users and stakeholders by providing status updates explaining technical solutions in simple language and setting realistic expectations
- Optimize digital employee experience by using Nexthink experience scores session metrics and feedback to identify friction points and recommend enhancements
- Coordinate with vendors and internal support teams to manage hardware break fix activities and ensure asset lifecycle processes are followed consistently
- Monitor adherence to security and compliance standards on endpoints by validating encryption status antivirus health and software versions using Nexthink dashboards
- Participate in continuous improvement initiatives by suggesting automation opportunities scripting repetitive tasks and aligning work with company technology strategy
- Ensure smooth support coverage in the office based environment by managing ticket queues prioritizing critical issues and aligning with agreed service levels
- Document detailed implementation steps and rollback plans for endpoint related changes to reduce operational risk and support reliable deployments
Qualifications
- Possess professional experience in desktop support within an enterprise environment with strong exposure to incident management and request fulfillment processes
- Demonstrate hands on expertise with Nexthink including building dashboards creating alerts and interpreting endpoint analytics to drive proactive remediation
- Exhibit strong understanding of Windows operating systems common productivity suites and endpoint management practices focused on stability and performance
- Apply knowledge of basic networking concepts such as IP addressing DNS and VPN connectivity to diagnose and resolve user connectivity issues effectively
- Show familiarity with IT service management concepts including incident problem and change processes supported by widely used service management tools
- Communicate effectively with diverse user groups by using clear non technical language active listening and professional written communication in tickets and reports
- Adapt quickly to changing tools and procedures by demonstrating curiosity self learning and openness to feedback in a dynamic enterprise environment
- Utilize scripting or automation exposure as a nice to have capability to streamline repetitive support tasks and enhance operational efficiency
- Display strong customer focus and ownership mindset by following issues through to closure and seeking sustainable long term solutions for user problems
Certifications Required
Preferred certifications include ITIL Foundation and Microsoft Modern Desktop Administrator Associate or equivalent endpoint management certifications
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.
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.
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.
