About the role
As a Field Support Engineer, you will make an impact by providing onsite and remote support for end-user devices, Microsoft 365 applications, and workplace technology services. You will support incident resolution, endpoint lifecycle management, and field service activities while ensuring a high-quality user experience and adherence to service level agreements. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, operations, and service management teams.
In this role, you will
- Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Assist users with VPN, Wi-Fi, MFA, and access-related issues.
- Respond to incidents and service requests within agreed SLA timelines.
- Perform ticket triage, diagnosis, troubleshooting, and resolution activities.
- Escalate unresolved issues to specialized support teams with complete troubleshooting details.
- Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.
- Provide deskside support requiring physical intervention at office locations.
- Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
- Support workstation deployments, office relocations, conference room technologies, and site-specific IT activities.
- Act as a customer-facing point of contact for onsite technical support.
- Perform device imaging, deployment, refresh, and decommissioning activities.
- Install, configure, and upgrade operating systems and applications.
- Maintain asset inventory and CMDB accuracy.
- Support laptop provisioning and endpoint deployment activities.
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 position requiring 5 days a week in a client or Cognizant office in Calgary, AB.
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
- 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
- Experience supporting Windows operating systems, desktops, laptops, mobile devices, printers, and peripherals.
- Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Experience troubleshooting hardware, software, networking, and end-user access issues.
- Experience working with ticketing systems in an SLA-driven support environment.
- Knowledge of VPN, Wi-Fi, MFA, and identity/access support.
- Experience with device imaging, deployment, refresh, and endpoint lifecycle management.
- Strong customer service, communication, and problem-solving skills.
These will help you stand out
- Experience supporting executive users and customer-facing environments.
- Familiarity with ITIL processes and service management best practices.
- Experience with conference room and collaboration technologies.
- Knowledge of Microsoft Intune, Autopilot, or endpoint management solutions.
- Relevant Microsoft, CompTIA, or end-user computing certifications.
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.
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.
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.
