Cognizant
Deskside Support Engineer – Cognizant
We are seeking a Deskside Support Engineer to provide Level 2 support for the desktop environment, including deployment of desktops/laptops and, when applicable, physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling.
Location Charlotte, NC
Responsibilities
Provide Level 2 technical assistance and support, resolving problems related to computer hardware and software for end users.
Analyze, resolve, respond to, and document end user inquiries.
Install desktop/laptop software using approved tools.
Troubleshoot operating system issues.
Troubleshoot connection issues with LAN/WAN.
Update tickets with accurate, timely records of work performed and resolution details.
Maintain and contribute to a knowledge base.
Coordinate hardware warranty repair.
Escalate to third‑party vendors when necessary.
Raise and coordinate problem management issues.
Perform additional tasks (end user/infra related) when required.
Participate in projects.
Strong understanding and skills in SLA and KPI management.
Experience & Knowledge
Minimum 2‑3 years of experience providing IT support services; end‑user support experience preferred.
Experience in factory/manufacturing environment desirable.
Experience with Active Directory user administration, OS imaging processes, ticketing, software installation and imaging tools, automated help desk systems, troubleshooting in Windows desktop environments (networking, OS, Microsoft Office, PC hardware, printers), and local printer installation.
Basic understanding of SCCM client troubleshooting.
Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).
Extensive knowledge of Windows OS and related configuration.
Basic knowledge of servers, switches, routers, and data center–related hardware.
Basic knowledge of backup technologies.
Ability to work in a team‑oriented multi‑tower & vendor environments.
Ability to multitask and prioritize work.
Ability to adapt to new processes and procedures.
Ability to work in a fast‑paced environment.
Ability to handle and safeguard confidential information.
Excellent oral and written communication skills.
Ability to deliver services on time, demonstrate strong customer service skills, and achieve high end‑user satisfaction.
Ability to convey technical issues and material to non‑technical end users and managers.
Education
Diploma or degree in IT.
ITIL and/or any other additional certification preferred.
A+, CompTIA, CompTIA+ preferred.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries IT Services, IT Consulting, Business Consulting, Services
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Location Charlotte, NC
Responsibilities
Provide Level 2 technical assistance and support, resolving problems related to computer hardware and software for end users.
Analyze, resolve, respond to, and document end user inquiries.
Install desktop/laptop software using approved tools.
Troubleshoot operating system issues.
Troubleshoot connection issues with LAN/WAN.
Update tickets with accurate, timely records of work performed and resolution details.
Maintain and contribute to a knowledge base.
Coordinate hardware warranty repair.
Escalate to third‑party vendors when necessary.
Raise and coordinate problem management issues.
Perform additional tasks (end user/infra related) when required.
Participate in projects.
Strong understanding and skills in SLA and KPI management.
Experience & Knowledge
Minimum 2‑3 years of experience providing IT support services; end‑user support experience preferred.
Experience in factory/manufacturing environment desirable.
Experience with Active Directory user administration, OS imaging processes, ticketing, software installation and imaging tools, automated help desk systems, troubleshooting in Windows desktop environments (networking, OS, Microsoft Office, PC hardware, printers), and local printer installation.
Basic understanding of SCCM client troubleshooting.
Knowledge of TCP/IP, Windows Security (Share and NTFS permissions).
Extensive knowledge of Windows OS and related configuration.
Basic knowledge of servers, switches, routers, and data center–related hardware.
Basic knowledge of backup technologies.
Ability to work in a team‑oriented multi‑tower & vendor environments.
Ability to multitask and prioritize work.
Ability to adapt to new processes and procedures.
Ability to work in a fast‑paced environment.
Ability to handle and safeguard confidential information.
Excellent oral and written communication skills.
Ability to deliver services on time, demonstrate strong customer service skills, and achieve high end‑user satisfaction.
Ability to convey technical issues and material to non‑technical end users and managers.
Education
Diploma or degree in IT.
ITIL and/or any other additional certification preferred.
A+, CompTIA, CompTIA+ preferred.
Seniority Level Entry level
Employment Type Full‑time
Job Function Information Technology
Industries IT Services, IT Consulting, Business Consulting, Services
#J-18808-Ljbffr