Deskside Support Engineer

Cognizant is looking for Deskside Support engineer to provide hands‑on technical support to end users for laptops, printers, and other peripherals. The role is the first physical point of contact for hardware and software issues, resolving what can be fixed locally and coordinating with central IT teams (Windows/EUC, M365, Network, SharePoint, Security, etc.) for issues that need specialized support, while keeping the user informed through to closure.

About Cognizant’s CIS Practice:

Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success.

In this role, you will:

Hardware Support

• Install, configure, troubleshoot, and repair laptops, desktops, docking stations, monitors, keyboards, mice, headsets, webcams, and other peripherals.
• Diagnose hardware faults (battery, display, keyboard, memory, storage, charger) and coordinate with OEM/vendor for warranty repairs and part replacements.
• Manage laptop provisioning, refresh, and replacement, including data migration and user handover.
• Support printers, scanners, and MFDs: driver installation, queue and connectivity issues, toner and consumable replacement, and vendor coordination for maintenance.

Operating System and Software Support

• Troubleshoot Windows OS issues: boot problems, profile corruption, slow performance, updates, Bit Locker, driver conflicts.
• Install, configure, and support standard and local/business-specific applications on laptops.
• Support Microsoft 365 applications, including MS Teams (audio/video, sign-in, meeting issues), Outlook (profile, mailbox, sync, calendar issues), One Drive, and Office apps.
• Assist users with SharePoint access, sync, and permission-related issues by coordinating with the SharePoint/collaboration team.
• Perform VPN client setup, antivirus/endpoint agent checks, and patch compliance verification.

Network and Connectivity

• Troubleshoot basic connectivity issues:
  Wi‑Fi, LAN, VPN, DNS, IP configuration, and printer network connections.
• Isolate whether an issue is client-side or network-side, and raise it to the Network team with logs, port details, and test results.

Coordination with Central Teams

• Work with the following teams to resolve issues beyond local scope:
  • Windows/EUC team: OS images, Group Policy, SCCM/Intune, patching
  • M365/Messaging team:
    Outlook, Exchange Online, Teams
  • Network team:
    Wi‑Fi, LAN, VPN, firewall access
  • SharePoint/Collaboration team: site access, permissions, sync
  • Security/IAM team: account lockouts, MFA, access requests, endpoint protection
  • Vendors/OEMs: warranty, spares, printer maintenance
• Provide clear, complete handoff information (symptoms, steps tried, error messages, screenshots) when escalating.
• Track escalated tickets, follow up on SLAs, and keep users updated until resolution.

Incident and Service Management

• Log, update, and close tickets in the ITSM tool (Service Now/Remedy/Jira, etc.) with accurate documentation.
• Prioritize and resolve incidents and service requests within agreed SLAs.
• Perform root cause analysis for recurring issues and recommend permanent fixes.
• Maintain knowledge base articles and troubleshooting guides.

Asset and Inventory Management

• Maintain accurate records of laptops, peripherals, and spares in the asset management system.
• Handle asset issue, return, and disposal as per policy, including secure data wiping.
• Manage spare inventory and raise requests for procurement when stock is low.

User…