Role: Senior Deskside support Engineer
Location: Newyork, Newyork
Experience- 8-12 years
Roles and responsibilities:
• Hands and Feet Support: This includes on-site technical assistance for hardware and software issues, physical installation, replacement, and troubleshooting of IT equipment, and other related tasks as required by the client.
• Managing the daily operations (Work assignment - unassigned queue management)
• Manage projects (AD-HOC requests on user/system moves) and allocate resources
• VIP (Executives) white glove support
• Manage Tier 1/2/3 support tickets and following proper escalation paths
• Provide onsite and remote support for commonly used Windows, Mac, and phone software
• Provide networking (WAN/LAN, Wi-Fi) and remote Access (VPN) support
• Conference room and collaboration infrastructure support (Webex)
• Support printers and work with local printer vendors
• Help manage office build out projects for IT equipment deployment, setup, and installation
• Work with vendors for electrical and low voltage cabling work
• Work as part of IT team to provide technical support and/or guidance
• Coordinate with 3rd party on IT related issues
Job Description:
• Installations/ Adds: Deskside Support will Receive, unpack, verify order completeness and assemble the system components. Notifies the Client Asset Management Team of any damaged Equipment received. Device information will be updated in the asset management system. Deskside Support will install and configure PC Equipment and associated peripherals. Client or Cognizant provided and licensed user applications beyond the core image will be installed. Desk Side Support will perform preliminary End User orientation
• Move: Technician will remove IT Equipment and coordinate with Client provided carrier for transportation. Moves within the same Facility will be accomplished by Technician using available moving equipment.
• Change: At the request of Users, Technician will exchange IT Equipment and Software for new components available. These components will be installed, configured and handed over to the User Desk Side as requested.
• De-Installation services provided by Technician will include wiping (total deletion) of hard drives, removal of hard drives, preparation of IT Equipment for disposal partner, delivery of IT Equipment to site staging area, and, in the case where IT Equipment can be recycled, preparation for and ordering of shipment of IT Equipment to appropriate replacement pool sites. Where applicable, Technician resources will also help in salvaging parts form IT equipment
• Coordinate regarding any third-party vendors related issues including replacements
• Liaison with users to understand issues and report back to CRISPR team
• Wireless Support - assist in testing and installation of Wireless Access Points
• Restarting the server/bringing it up on the offshore instructions for which the iLO has gone bad.
• To check the server status, if not reachable through RDP or iLO. If required need to re-patch the network connectivity.
• Proper cable tagging is done in case of any changes made in existing infrastructure.
• DC Cable dressing should be verified as per client standards after any modifications
• Provide the reports of physical status (LED) check to the CRISPR team
• Physically monitor the network device for preventive and corrective maintenance as per offshore team's guidance for both manned and dispatch locations
• Visual Checks: Check for hardware failure lights or console error message after taking instruction from requestor if required.
• Cable Checks: Assist in resolution of physical network fault by checking if the visible and accessible network cable is physically connected (push in). Floor panel cabling is out of scope
• Ticket Content: Make sure the ticket contains enough detail. If it is neither within scope or the ticket is not detailed enough, then you need to contact requester. Also, escalate to team leader or manager if advice is needed.
• Support and troubleshoot issue for WiFi-connected devices at the plant, including but not limited to RF guns, glove testers, label printers, forklifts, and other similar equipment.
• Handle telecom requests as required (punch down of phones , moves, and configuration of phones)
• Receive packages and equipment and/or schedule the shipping/receiving dock to accept packages.
• Attendance and technical support at webcasts and other key events, meetings that requires audio visual or other technical support.
• Reset printers, scanners, multi-functional devices (e.g., printer/scanner/fax) and copiers that are attached to the local-area network (LAN)
• CD/DVD/ Tape insertion and removal from Tape Libraries/ Stand-alone Drives
• Escorting break-fix partner/Vendor up to device, in Business hours which are either PRE-SCHEDULED or PLANNED activities
• Escorting break-fix partner/Vendor up to device, out of core business hours for either UNPLANNED,PRESCHEDULED or PLANNED activities
• Coordinate the flow of equipment into and out of storage facilities for other activities, such as video-conferencing equipment, telephones, network equipment, PCs and laptops.
• Unwrap/ Unbox Hardware and dispose of waste material properly (Client provided waste area).
Salary and Other Compensation:
Applications will be accepted until 20 July,2026
The annual salary for this position is between $78,000- $88,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
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
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.
