Responsibilities
Provide onsite deskside support for end users, including hardware, software, operating system, peripheral, printer, mobile device, and connectivity troubleshooting
Own incidents and service requests from logging through resolution, ensuring accurate ticket updates, user communication, and SLA-aligned follow-up
Install, configure, image, deploy, validate, repair, replace, and decommission laptops, desktops, mobile devices, applications, drivers, and related end-user equipment
Support onboarding and offboarding activities, including device setup, account provisioning support, appointment-based onsite assistance, and hot swap replacement devices when required
Troubleshoot Microsoft 365 applications, collaboration tools, remote access solutions, conferencing systems, meeting room panels, audio-visual equipment, and video conferencing suites
Coordinate with service desk, infrastructure, network, cross-functional IT teams, third-party vendors, and client support organizations to resolve technical issues
Provide Smart Hands support for infrastructure activities, including server, storage, network equipment, cloud service, network, compute, and vendor-assisted support tasks
Maintain IT documentation, SOPs, knowledge articles, monitoring updates, inventory records, customer location survey information, and equipment details
Support software patching, hardware upgrades, device compliance configuration, access management software setup, VPN configuration, and approved application deployment
Participate in local IT projects, lifecycle management, technology refresh, business continuity, live event support, and meeting room setup activities as required
Qualifications and Skills
Experience in deskside support, field services, onsite support, desktop support, or end-user technology support
Good knowledge of Windows operating systems, desktop troubleshooting, device imaging, Windows upgrades, hardware troubleshooting, and peripheral support
Experience supporting Microsoft 365 applications and collaboration tools, with familiarity in Exchange, Intune, Microsoft Office, Adobe Creative Cloud, Teams, or similar user productivity applications where applicable
Familiarity with Active Directory, VPN, network connectivity troubleshooting, networking fundamentals, and endpoint access configuration
Experience using an IT service management or ticketing tool such as ServiceNow or a similar platform
Understanding of SLA-driven support, ITIL-based service delivery, incident handling, escalation, documentation, and prioritization based on business impact
Strong communication skills, customer service mindset, attention to detail, ownership, accountability, and ability to work under pressure
Good spoken and written English
Candidates with exposure to one or more of the following technologies or environments will have an advantage:
Knowledge of Windows Server solutions or roles, switches, routers, access points, servers, Cisco Meraki devices, or basic infrastructure support
Experience with Microsoft Intune, SCCM patching, endpoint software deployment, encryption, authentication, VPN configuration, or access management software
Experience supporting VDI or Citrix virtual desktop environments
Experience supporting meeting rooms, video conferencing, telepresence, audio-visual equipment, live events, VIP support, or walk-up support services
Exposure to RF guns, barcode scanners, label printers, networked printers, MFDs, mobile devices, or other specialized workplace technology
Knowledge of Amazon Web Services, local vendor coordination, asset decommissioning, equipment surveys, inventory, SOP creation, or knowledge article creation
Exposure to logistics, BFSI, asset management, or enterprise corporate environments
Willingness to travel between hub and spoke sites or support nearby client locations where required
#LI-AL1
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.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
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, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
