About the roleAs a Field Support Engineer, you will make an impact by providing onsite and remote support for end-user devices, Microsoft 365 applications, and workplace technology services. You will support incident resolution, endpoint lifecycle management, and field service activities while ensuring a high-quality user experience and adherence to service level agreements. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, operations, and service management teams.
In this role, you will- Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Assist users with VPN, Wi-Fi, MFA, and access-related issues.
- Respond to incidents and service requests within agreed SLA timelines.
- Perform ticket triage, diagnosis, troubleshooting, and resolution activities.
- Escalate unresolved issues to specialized support teams with complete troubleshooting details.
- Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.
- Provide deskside support requiring physical intervention at office locations.
- Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
- Support workstation deployments, office relocations, conference room technologies, and site-specific IT activities.
- Act as a customer-facing point of contact for onsite technical support.
- Perform device imaging, deployment, refresh, and decommissioning activities.
- Install, configure, and upgrade operating systems and applications.
- Maintain asset inventory and CMDB accuracy.
- Support laptop provisioning and endpoint deployment activities.
Work modelAt 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 Toronto, ON.
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- 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
- Experience supporting Windows operating systems, desktops, laptops, mobile devices, printers, and peripherals.
- Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Experience troubleshooting hardware, software, networking, and end-user access issues.
- Experience working with ticketing systems in an SLA-driven support environment.
- Knowledge of VPN, Wi-Fi, MFA, and identity/access support.
- Experience with device imaging, deployment, refresh, and endpoint lifecycle management.
- Strong customer service, communication, and problem-solving skills.
These will help you stand out- Experience supporting executive users and customer-facing environments.
- Familiarity with ITIL processes and service management best practices.
- Experience with conference room and collaboration technologies.
- Knowledge of Microsoft Intune, Autopilot, or endpoint management solutions.
- Relevant Microsoft, CompTIA, or end-user computing certifications.
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.
Total compensation We regularly assess market data to ensure we offer a competitive compensation package for our associates. The base salary for this position ranges between $77,500.00 - 90,000.00 per year. Where the successful candidate may fall within the range depends on relevant education, work and/or management experience and other business-related and job-necessary qualifications. This position is also eligible for Cognizant's discretionary annual performance-based bonus, as well as benefits that support your physical, mental and financial wellbeing.
