Deskside Support Engineer
Permanent Employment – Copenhagen/Denmark
As a Deskside Support Engineer, you will provide technical assistance to users, addressing hardware issues with Windows laptops, desktops, MacBooks, Android, iOS, and Printers. Your responsibilities include application installation, troubleshooting, and overall end-user computing maintenance.
About the Team / Business Unit
The Deskside Support team helps users with their computers, mobile devices, and printers, including setup, moves, changes, and disposal. They provide special support to VIP users, troubleshoot macOS issues, manage device backups, and keep spare devices to reduce downtime. They handle IT assets, including hardware needs and eco-friendly disposal, and work with third-party vendors for repairs. They manage printer supplies, provide user support through walk-up stations and training, and analyze ticket trends to create helpful guides and coordinate with offshore support.
About You:
You will be part of Deskside Support Team, which is expected to deliver outstanding technical support to our end-users in Ballerup, Denmark, with occasional travel to Jylland. Your role will be pivotal in ensuring a smooth and efficient technology experience for our employees, including VIP support and proactive problem-solving. A deep understanding of end-user support, device management, and IT asset lifecycle management is essential for this position.
Required & nice to have Skills:
We are seeking a highly skilled and experienced Onsite Deskside Support Engineer to provide exceptional technical support to our end-users in Ballerup, Denmark, with occasional travel to our Jylland locations. You will play a crucial role in ensuring a seamless and productive technology experience for our employees, including VIP support and proactive problem-solving. This role requires a strong understanding of end-user support, device management, and IT asset lifecycle management.
Responsibilities:
• End-User Support: Provide comprehensive deskside support for workstations, mobile devices, and printers, including installation, moves, adds, changes, and disposals (IMACD). Offer enhanced support to VIP users with prioritized service and rapid turnaround times.
• macOS Expertise: Troubleshoot macOS issues, including operating system updates, application installations, and performance optimization. Provide expert guidance on macOS best practices.
• Device Management: Manage end-user device backups and recovery, ensuring data integrity and minimal downtime. Maintain a loaner and spare pool inventory (3%) to further reduce user disruptions.
• IT Asset Management: Support the IT asset lifecycle, including hardware requirements, eco-friendly toner disposal, and collaboration with contractors for equipment disposal. Handle warranty and out-of-warranty break-fix support, coordinating with third-party vendors as needed.
• Printer Management: Oversee printer consumables (paper, toner, cartridges), including forecasting and replacement, in partnership with our designated printer partner.
• Employee Experience: Provide a positive user experience through walk-up support stations/performance bars and end-user training on new technologies and issue resolution.
• Problem Solving & Analysis: Analyze onsite ticket trends, create knowledge articles and FAQs, and coordinate with the offshore Workplace support team to diagnose and resolve end-user issues.
• Travel: Travel to Jylland locations on a scheduled weekly/monthly basis to provide onsite support.
Required Skills:
• Experience: 5-7 years of experience in end-user/workplace support for IT and business teams.
• Operating Systems: Strong experience with Windows 10 and Windows 11, including Azure Intune deployment.
• macOS Expertise: Deep understanding of macOS and Apple hardware.
• Mobile Device Management (MDM): Proven experience managing mobile devices.
• ServiceNow: Mandatory experience using ServiceNow.
• Languages: Native proficiency in Danish and English.
• Collaboration: Experience working in an onsite/offshore support model.
Preferred Skills:
• Experience with other relevant IT support tools and technologies.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently 1 and as part of a team.
If you’re comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you!
#becognizant
Contact me:
La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.
- Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
- No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
- Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.
Acerca de nosotros
Cognizant es una de las principales empresas de servicios profesionales del mundo, transformando los modelos de negocio, operativos y tecnológicos de los clientes para la era digital. Nuestro enfoque consultivo único, basado en la industria, ayuda a los clientes a visualizar, construir y gestionar negocios más innovadores y eficientes. Con sede en los EE. UU., Cognizant (miembro del NASDAQ-100 y uno de los mejores empleadores del mundo según Forbes en 2024) está constantemente listado entre las empresas más admiradas del mundo. Descubra cómo Cognizant ayuda a los clientes a liderar con lo digital en www.cognizant.com.
Nuestro compromiso con la diversidad e inclusión:
Somos una empresa que ofrece igualdad de oportunidades, que adopta la diversidad, defiende la equidad y valora la inclusión. Apostamos por fomentar una comunidad en la que todos se sientan escuchados y aceptados. En tu solicitud y candidatura no se tendrán en cuenta cuestiones de raza, color, sexo, religión, credo, orientación sexual, identidad de género, nacionalidad, discapacidad u otra condición protegida por la legislación.
Si tienes alguna discapacidad que requiera ciertas adaptaciones para buscar un puesto de trabajo o presentar una solicitud, envía un correo electrónico a [email protected] con tu solicitud e información de contacto.
Advertencia:
La información sobre remuneración es exacta a la fecha de esta publicación. Cognizant se reserva el derecho a modificar esta información en cualquier momento, sujeto a la legislación aplicable.Es posible que los candidatos deban asistir a entrevistas en persona o por videoconferencia e, incluso, que tengan presentar su documento de identidad vigente, durante cada entrevista.