End User Computing Field Services Engineer

Cognizant Technology Solutions•Greenville, SC

28d•Onsite

About The Position

We are seeking an End User Computing Field Services Engineer to ensure timely issue resolution, proactive maintenance, and adherence to IT best practices. Enhance user satisfaction and operational excellence across the organization. About Cognizant's CIS Practice: Cognizant's CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success. In this role, you will: Provide IT support across a wide range of client activities. Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines. Manage the ServiceNow ticket queue by reviewing open tickets and following approved ticket workflows. Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements. Support the full lifecycle of end-user devices, including imaging, deployment, inventory tracking, and disposal. Deliver 'White Glove' service to users, even in high-pressure situations. Work effectively in a project-based environment that requires flexibility and strong teamwork. Perform other duties as assigned by the End-User Computing (EUC) Manager.

Requirements

Strong understanding of deskside support operations and key ITSM concepts such as incident management, service request management, categorization, and prioritization.
Proficiency in Windows 11 and Microsoft Office 365 (Outlook, Teams), including installation, initial configuration, and basic support.
Experience with endpoint management experience using Microsoft Intune or Active Directory.
Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.
Basic to intermediate troubleshooting skills with Linux systems.
Experience supporting audio/visual (A/V) equipment in conference room environments.
Strong problem-solving skills including root cause analysis (RCA).

Responsibilities

Provide IT support across a wide range of client activities.
Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.
Manage the ServiceNow ticket queue by reviewing open tickets and following approved ticket workflows.
Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.
Support the full lifecycle of end-user devices, including imaging, deployment, inventory tracking, and disposal.
Deliver 'White Glove' service to users, even in high-pressure situations.
Work effectively in a project-based environment that requires flexibility and strong teamwork.
Perform other duties as assigned by the End-User Computing (EUC) Manager.