Job Title: Systems Engineer
Job Location: Onsite- Montgomery, AL, USA
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
About the Role
We are seeking a customer-focused and technically proficient Systems Engineer / Deskside Support Engineer to provide frontline IT support services to end users. The ideal candidate will serve as the primary point of contact for technical support requests, delivering exceptional customer service while troubleshooting hardware, software, network, and AV-related issues. This role requires hands-on experience supporting enterprise IT environments, managing technology assets, and ensuring timely resolution of incidents and service requests.
In this role, you will
- Serve as the primary point of contact for IT support requests through walk-up, phone, email, chat, and remote support channels, ensuring a high-quality customer experience and timely issue resolution.
- Troubleshoot, diagnose, and resolve end-user hardware, software, operating system, application, mobile device, and peripheral-related issues within established service level agreements (SLAs).
- Manage and prioritize multiple incidents, service requests, and user inquiries simultaneously while adhering to defined SOPs, support processes, and IT service management best practices.
- Provide technical guidance and user education on IT products, services, systems, and tools, enabling users to effectively utilize technology resources.
- Escalate complex or unresolved technical issues to appropriate support teams, vendors, or engineering groups, ensuring timely follow-up and closure.
- Maintain accurate and detailed documentation of incidents, requests, troubleshooting activities, asset records, customer communications, and resolution outcomes within ticketing systems.
- Support the complete IT asset lifecycle, including device deployment, desk setup and collection, inventory tracking, shipping and receiving, audits, asset reconciliation, smart lockers, IT vending machines, and printer support.
- Deliver Level 1 Audio-Visual (AV) support for conference rooms, collaboration spaces, video conferencing solutions, and event technologies, including setup, troubleshooting, and user assistance.
- Perform end-user network troubleshooting for wired and wireless connectivity issues using standard diagnostic tools and established support methodologies, escalating infrastructure-related issues when required.
- Manage operational and logistics activities, including supply ordering, storage management, inventory audits, helpdesk operations, and continuous process improvement initiatives to enhance service efficiency and customer satisfaction.
What you’ll need to succeed (required skills)
- 2+ years of experience in Deskside Support, IT Service Desk, or End User Computing Support.
- Hands-on experience supporting Windows operating systems and desktop/laptop hardware.
- Strong troubleshooting and problem-solving skills across hardware, software, and network issues.
- Experience working with ITSM tools and ticket management systems.
- Knowledge of incident, request, and escalation management processes.
- Experience with asset management, inventory control, and logistics support.
- Familiarity with printer setup, configuration, and troubleshooting.
- Knowledge of Audio Visual (AV) and video conferencing technologies.
- Understanding of networking fundamentals including TCP/IP, VPN, DNS, and wireless connectivity.
- Excellent customer service, communication, and interpersonal skills.
Preferred Skills
- Experience supporting Mac OS devices.
- Mobile Device Management (MDM) experience.
- Experience supporting enterprise collaboration platforms and conferencing technologies.
- Familiarity with Salesforce or similar service management platforms.
- Knowledge of ITIL Service Management best practices.
- Experience in large enterprise or managed services environments.
Benefits: 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
- Employee Stock Purchase Plan
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 role requiring 5 days a week at client site in Montgomery, AL, USA.
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.
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.
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.
“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, state or local laws.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
