Field Support Engineer

3 weeks ago

Victoria, Canada Cognizant Full time

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.

Applications will be accepted until Nov 12,2025.

We regularly assess market data to ensure we offer a competitive compensation package for our associates. The base salary for this position ranges between $50,000 – $70,000 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.

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