About the role
As a Field Service Engineer, you will make an impact by supporting office and factory operations, helping ensure end-user devices, shop floor technology, printers, scanners, and conference room systems remain reliable and efficient. This role blends hands-on onsite support with incident resolution, device deployments, endpoint troubleshooting, and continuous improvement to help reduce downtime and support a strong user experience. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.
In this role, you will:
• Provide hands-on onsite support across office and factory environments for laptops, desktops, rugged factory laptops, printers, handheld scanners, conference room audio-visual devices, and related field services equipment.
• Support break/fix activities, hardware deployments, device replacements, escalations, and day-to-day onsite IT requests while helping maintain service continuity.
• Review, prioritize, update, and assign incidents and service requests through ITSM tools while supporting timely resolution and SLA expectations.
• Troubleshoot Windows 11, laptop and desktop hardware, printer issues, basic network connectivity, Wi-Fi, telephony, and audio-visual devices.
• Use tools such as SCCM, IT Shop, and Nexthink to support endpoint visibility, software support, device diagnostics, and issue resolution.
• Support incident management activities, contribute to root cause analysis for major or recurring incidents, and help identify opportunities to prevent repeat issues.
• Create and update SOPs, runbooks, and knowledge articles to improve support consistency, documentation, and knowledge sharing.
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 Fort Mill, SC.
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:
• 2+ years of experience in onsite desktop support, field services, or end-user computing.
• Experience supporting office, factory, warehouse, manufacturing, or shop floor environments.
• Strong Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, break/fix support, device replacements, and deployment support.
• Experience supporting printers, including HP and Lexmark devices, as well as rugged laptops, handheld scanners, or similar operational technology devices.
• Experience troubleshooting conference room audio-visual devices, Cisco video conferencing equipment, telephony, basic networking, and Wi-Fi connectivity issues.
• Experience working with ITSM tools and following incident, request, escalation, and service resolution processes.
• Exposure to endpoint support tools such as SCCM, IT Shop, or Nexthink.
• Strong communication skills with the ability to support technical and non-technical users in a fast-paced onsite environment.
These will help you stand out:
• Experience supporting factory, shop floor, warehouse, or production environments where device uptime is important.
• Experience creating or updating SOPs, runbooks, knowledge articles, or support documentation.
• Experience contributing to root cause analysis, recurring issue prevention, or service improvement activities.
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.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
Over Cognizant
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbare resultaten en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op cognizant.ai of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
