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 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 relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.
