Field Services Engineer

About the Role

As a Field Services Engineer, you will make an impact by delivering exceptional end-user support across desktop, mobile, and workplace technologies. You will provide hands-on and remote technical assistance, manage endpoint devices, support collaboration technologies, and help ensure a seamless employee experience across the organization. You will be a valued member of Cloud Infrastructure and Security team, working closely with infrastructure, security, and application support teams to maintain a secure and reliable technology environment.

In This Role, You Will

• Provide technical support to end users through phone, email, remote support tools, and in-person assistance, ensuring timely resolution of hardware, software, and connectivity issues.
• Support employee onboarding activities, including account creation, device provisioning, workstation setup, and software installation.
• Deploy, manage, and troubleshoot mobile devices using Microsoft Intune and Jamf while ensuring compliance with organizational security standards.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, peripherals, and workplace technology solutions.
• Support conference room technologies, including video conferencing systems, projectors, displays, and audio-visual equipment.
• Install, configure, maintain, and upgrade operating systems, applications, drivers, and endpoint devices across Windows and macOS environments.
• Perform hardware and software upgrades, replacements, and lifecycle refresh activities as required.
• Utilize IT Asset Management processes to track and manage assets throughout their lifecycle, including procurement, deployment, maintenance, and retirement.
• Maintain accurate asset and configuration records within ServiceNow CMDB and document incidents, resolutions, and troubleshooting activities within the ticketing system.
• Collaborate with infrastructure, security, network, and application support teams to escalate and resolve complex technical issues.
• Ensure compliance with company policies, operational procedures, and security standards.
• Participate in on-call rotations and provide after-hours support when required.

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various well-being 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 Orlando, FL.

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

• 3+ years of experience providing Deskside Support, Field Services, End User Computing, or Desktop Support within an enterprise environment.
• Hands-on experience with MDM and endpoint management platforms, including Microsoft Intune, Jamf, and SCCM, covering device deployment, patch management, and administration.
• Strong knowledge of Active Directory administration, user account management, and Microsoft 365 technologies.
• Experience supporting Windows and macOS endpoints, mobile devices, printers, and workplace peripherals.
• Familiarity with device provisioning and deployment methodologies, including PXE Boot, Microsoft Autopilot, and endpoint imaging.
• Experience leveraging remote support tools and ticketing systems to diagnose, prioritize, and resolve technical issues.
• Strong troubleshooting, analytical, and documentation skills, with the ability to manage multiple priorities while delivering excellent customer service.
• Strong collaboration skills, with the ability to work effectively across technical and non-technical teams.
• Willingness to participate in an on-call support rotation and provide after-hours support as needed.

These Will Help You Stand Out

• ServiceNow Certified System Administrator (CSA), ITIL Foundation, or similar industry-recognized certifications.
• Experience supporting executive and VIP users in a high-touch support environment.
• Experience with IT Asset Management, hardware lifecycle governance, and maintaining accurate records in ServiceNow CMDB.
• Hands-on experience supporting conference room technologies, audio-visual systems, and video conferencing platforms.
• Exposure to endpoint security best practices, device compliance policies, and enterprise mobility solutions.
• Experience working within large-scale global enterprise environments with SLA-driven support models.

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.