Deskside Support Engineer

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.

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.