DWP Infrastructure Engineer

Role Summary

The Deskside Support Engineer provides on-site, hands-on technical support to end users for laptops, printers, and other peripherals. The role is the first physical point of contact for hardware and software issues, resolving what can be fixed locally and coordinating with central IT teams (Windows/EUC, M365, Network, SharePoint, Security, etc.) for issues that need specialized support, while keeping the user informed through to closure.

Key Responsibilities

1. Hardware Support

• Install, configure, troubleshoot, and repair laptops, desktops, docking stations, monitors, keyboards, mice, headsets, webcams, and other peripherals.
• Diagnose hardware faults (battery, display, keyboard, memory, storage, charger) and coordinate with OEM/vendor for warranty repairs and part replacements.
• Manage laptop provisioning, refresh, and replacement, including data migration and user handover.
• Support printers, scanners, and MFDs: driver installation, queue and connectivity issues, toner and consumable replacement, and vendor coordination for maintenance.

2. Operating System and Software Support

• Troubleshoot Windows OS issues: boot problems, profile corruption, slow performance, updates, BitLocker, driver conflicts.
• Install, configure, and support standard and local/business-specific applications on laptops.
• Support Microsoft 365 applications, including MS Teams (audio/video, sign-in, meeting issues), Outlook (profile, mailbox, sync, calendar issues), OneDrive, and Office apps.
• Assist users with SharePoint access, sync, and permission-related issues by coordinating with the SharePoint/collaboration team.
• Perform VPN client setup, antivirus/endpoint agent checks, and patch compliance verification.

3. Network and Connectivity

• Troubleshoot basic connectivity issues: Wi-Fi, LAN, VPN, DNS, IP configuration, and printer network connections.
• Isolate whether an issue is client-side or network-side, and raise it to the Network team with logs, port details, and test results.

4. Coordination with Central Teams

• Work with the following teams to resolve issues beyond local scope:
  • Windows/EUC team: OS images, Group Policy, SCCM/Intune, patching
  • M365/Messaging team: Outlook, Exchange Online, Teams
  • Network team: Wi-Fi, LAN, VPN, firewall access
  • SharePoint/Collaboration team: site access, permissions, sync
  • Security/IAM team: account lockouts, MFA, access requests, endpoint protection
  • Vendors/OEMs: warranty, spares, printer maintenance
• Provide clear, complete handoff information (symptoms, steps tried, error messages, screenshots) when escalating.
• Track escalated tickets, follow up on SLAs, and keep users updated until resolution.

5. Incident and Service Management

• Log, update, and close tickets in the ITSM tool (ServiceNow/Remedy/Jira, etc.) with accurate documentation.
• Prioritize and resolve incidents and service requests within agreed SLAs.
• Perform root cause analysis for recurring issues and recommend permanent fixes.
• Maintain knowledge base articles and troubleshooting guides.

6. Asset and Inventory Management

• Maintain accurate records of laptops, peripherals, and spares in the asset management system.
• Handle asset issue, return, and disposal as per policy, including secure data wiping.
• Manage spare inventory and raise requests for procurement when stock is low.

7. User Experience and Compliance

• Provide courteous, professional support and brief users on basic troubleshooting and good practices.
• Support VIP and executive users with priority handling.
• Follow IT security policies, data protection standards, and change/incident management processes.
• Support onboarding and offboarding activities for joiners and leavers.

Compensation: We are offering between $105,000 - $116,000 for this role. Applications will be accepted until Oct 24, 2026.

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.