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Deskside Support Engineer

00070663641

Cognizant is looking for Deskside Support engineer to provide hands-on technical support to end users for laptops, printers, and other peripherals. The role is the first physical point of contact for hardware and software issues, resolving what can be fixed locally and coordinating with central IT teams (Windows/EUC, M365, Network, SharePoint, Security, etc.) for issues that need specialized support, while keeping the user informed through to closure.

About Cognizant’s CIS Practice:

Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

In this role, you will:

Hardware Support

  • Install, configure, troubleshoot, and repair laptops, desktops, docking stations, monitors, keyboards, mice, headsets, webcams, and other peripherals.
  • Diagnose hardware faults (battery, display, keyboard, memory, storage, charger) and coordinate with OEM/vendor for warranty repairs and part replacements.
  • Manage laptop provisioning, refresh, and replacement, including data migration and user handover.
  • Support printers, scanners, and MFDs: driver installation, queue and connectivity issues, toner and consumable replacement, and vendor coordination for maintenance.

Operating System and Software Support

  • Troubleshoot Windows OS issues: boot problems, profile corruption, slow performance, updates, BitLocker, driver conflicts.
  • Install, configure, and support standard and local/business-specific applications on laptops.
  • Support Microsoft 365 applications, including MS Teams (audio/video, sign-in, meeting issues), Outlook (profile, mailbox, sync, calendar issues), OneDrive, and Office apps.
  • Assist users with SharePoint access, sync, and permission-related issues by coordinating with the SharePoint/collaboration team.
  • Perform VPN client setup, antivirus/endpoint agent checks, and patch compliance verification.

Network and Connectivity

  • Troubleshoot basic connectivity issues: Wi-Fi, LAN, VPN, DNS, IP configuration, and printer network connections.
  • Isolate whether an issue is client-side or network-side, and raise it to the Network team with logs, port details, and test results.

Coordination with Central Teams

  • Work with the following teams to resolve issues beyond local scope:
    • Windows/EUC team: OS images, Group Policy, SCCM/Intune, patching
    • M365/Messaging team: Outlook, Exchange Online, Teams
    • Network team: Wi-Fi, LAN, VPN, firewall access
    • SharePoint/Collaboration team: site access, permissions, sync
    • Security/IAM team: account lockouts, MFA, access requests, endpoint protection
    • Vendors/OEMs: warranty, spares, printer maintenance
  • Provide clear, complete handoff information (symptoms, steps tried, error messages, screenshots) when escalating.
  • Track escalated tickets, follow up on SLAs, and keep users updated until resolution.

Incident and Service Management

  • Log, update, and close tickets in the ITSM tool (ServiceNow/Remedy/Jira, etc.) with accurate documentation.
  • Prioritize and resolve incidents and service requests within agreed SLAs.
  • Perform root cause analysis for recurring issues and recommend permanent fixes.
  • Maintain knowledge base articles and troubleshooting guides.

Asset and Inventory Management

  • Maintain accurate records of laptops, peripherals, and spares in the asset management system.
  • Handle asset issue, return, and disposal as per policy, including secure data wiping.
  • Manage spare inventory and raise requests for procurement when stock is low.

User Experience and Compliance

  • Provide courteous, professional support and brief users on basic troubleshooting and good practices.
  • Support VIP and executive users with priority handling.
  • Follow IT security policies, data protection standards, and change/incident management processes.
  • Support onboarding and offboarding activities for joiners and leavers.

What you’ll need to succeed:

  • 2-5 years of experience in IT End User Computing, Desktop Support, or Field Support.
  • Strong knowledge of Windows operating systems, Microsoft 365, Outlook, Teams, and Office applications.
  • Experience troubleshooting laptops, desktops, printers, mobile devices, and peripherals.
  • Familiarity with ticketing tools such as ServiceNow, Remedy, or Jira.
  • Strong customer service, communication, and coordination skills.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Annual compensation between $73,000-$84,000 is being offered for the role. Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave

Disclaimer: The salary, other compensation, and benefits 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.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: 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.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: 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.
  • Inclusion: 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.

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.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

CAN Brigitte
Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
Brigitte Roy Director of Strategy Alliances
CAN Rahul
I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
Rahul Sathe Principal Product Architect – Insurance
Can Amita
The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
Dr. Amita Oppal Gill Service Line Sales Manager
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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer

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