Deskside/ Field Engineer

About The Group

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

Role Title: Deskside/ Field Engineer

Location: London, ON

Position Overview

We are seeking a seasoned Deskside Support / Field Engineer with 7–8 years of experience in IT support, specializing in network troubleshooting, desktop support, and end-user computing. The ideal candidate will be a proactive problem solver with strong technical acumen and a customer-first mindset, capable of delivering high-quality support in dynamic enterprise environments.

Key Responsibilities

• Provide basic to advanced support for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN) and escalate complex problems to network teams.
• Perform hardware and software installations, upgrades, and configurations across Windows and Mac environments.
• Support Active Directory, group policies, and user account management.
• Manage OS imaging, software deployment, and patching using tools like SCCM or Intune.
• Handle incident and request tickets in ITSM platforms (e.g., ServiceNow), ensuring timely resolution and documentation.
• Collaborate with infrastructure and application teams to support end-user computing projects.
• Provide Smart Hands support for data center equipment, network devices, and AV systems.
• Maintain inventory of IT assets and ensure compliance with asset management policies.
• Deliver VIP support and maintain high levels of customer satisfaction.
  
  

Required Skills & Experience

• 7–8 years of hands-on experience in IT support, preferably in enterprise or field service environments.
• Strong knowledge of Windows as well as Mac OS, Microsoft 365, TCP/IP, DNS/DHCP, and endpoint security.
• Experience with remote support tools (e.g., Bomgar, TeamViewer), ticketing systems, and hardware diagnostics.
• Familiarity with network troubleshooting tools (e.g., Wireshark, ipconfig, tracert).
• Proven ability to work independently in field or dispatch roles, managing multiple priorities.
• Excellent communication and interpersonal skills to interact with technical and non-technical users.
  
  

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
• Experience supporting cloud-based desktop environments.
  
  

Work Environment

• Onsite and field-based support across client or internal locations.
• May require travel and flexible hours based on support needs.
• Ability to lift and move IT equipment as needed.