Job Title: Systems Engineer
Job Location: Onsite- Montgomery, AL, USA
** Please note, this role is not able to offer visa transfer or sponsorship now or in the future**
About the Role
We are seeking a customer-focused and technically proficient Systems Engineer / Deskside Support Engineer to provide frontline IT support services to end users. The ideal candidate will serve as the primary point of contact for technical support requests, delivering exceptional customer service while troubleshooting hardware, software, network, and AV-related issues. This role requires hands-on experience supporting enterprise IT environments, managing technology assets, and ensuring timely resolution of incidents and service requests.
In this role, you will
- Serve as the primary point of contact for IT support requests through walk-up, phone, email, chat, and remote support channels, ensuring a high-quality customer experience and timely issue resolution.
- Troubleshoot, diagnose, and resolve end-user hardware, software, operating system, application, mobile device, and peripheral-related issues within established service level agreements (SLAs).
- Manage and prioritize multiple incidents, service requests, and user inquiries simultaneously while adhering to defined SOPs, support processes, and IT service management best practices.
- Provide technical guidance and user education on IT products, services, systems, and tools, enabling users to effectively utilize technology resources.
- Escalate complex or unresolved technical issues to appropriate support teams, vendors, or engineering groups, ensuring timely follow-up and closure.
- Maintain accurate and detailed documentation of incidents, requests, troubleshooting activities, asset records, customer communications, and resolution outcomes within ticketing systems.
- Support the complete IT asset lifecycle, including device deployment, desk setup and collection, inventory tracking, shipping and receiving, audits, asset reconciliation, smart lockers, IT vending machines, and printer support.
- Deliver Level 1 Audio-Visual (AV) support for conference rooms, collaboration spaces, video conferencing solutions, and event technologies, including setup, troubleshooting, and user assistance.
- Perform end-user network troubleshooting for wired and wireless connectivity issues using standard diagnostic tools and established support methodologies, escalating infrastructure-related issues when required.
- Manage operational and logistics activities, including supply ordering, storage management, inventory audits, helpdesk operations, and continuous process improvement initiatives to enhance service efficiency and customer satisfaction.
What you’ll need to succeed (required skills)
- 2+ years of experience in Deskside Support, IT Service Desk, or End User Computing Support.
- Hands-on experience supporting Windows operating systems and desktop/laptop hardware.
- Strong troubleshooting and problem-solving skills across hardware, software, and network issues.
- Experience working with ITSM tools and ticket management systems.
- Knowledge of incident, request, and escalation management processes.
- Experience with asset management, inventory control, and logistics support.
- Familiarity with printer setup, configuration, and troubleshooting.
- Knowledge of Audio Visual (AV) and video conferencing technologies.
- Understanding of networking fundamentals including TCP/IP, VPN, DNS, and wireless connectivity.
- Excellent customer service, communication, and interpersonal skills.
Preferred Skills
- Experience supporting Mac OS devices.
- Mobile Device Management (MDM) experience.
- Experience supporting enterprise collaboration platforms and conferencing technologies.
- Familiarity with Salesforce or similar service management platforms.
- Knowledge of ITIL Service Management best practices.
- Experience in large enterprise or managed services environments.
Benefits: 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
- Employee Stock Purchase Plan
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 role requiring 5 days a week at client site in Montgomery, AL, USA.
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.
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.
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.
“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
