Systems Engineer

As a Systems Engineer, you will make an impact by providing high-quality desktop support services for a global workforce in a hybrid and rotational shift environment. You will support end users by resolving hardware, software, and connectivity issues, maintaining endpoint stability, and contributing to continuous improvement initiatives that enhance the overall user experience. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, application, and service desk teams.

As a Systems Engineer, you will make an impact by providing high-quality desktop support services for a global workforce in a hybrid and rotational shift environment. You will support end users by resolving hardware, software, and connectivity issues, maintaining endpoint stability, and contributing to continuous improvement initiatives that enhance the overall user experience. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, application, and service desk teams.

• Provide comprehensive desktop support to end users by diagnosing and resolving incidents related to operating systems, applications, hardware, peripherals, and connectivity issues.
• Deliver remote troubleshooting using secure support tools to resolve technical issues efficiently while maintaining a strong focus on user satisfaction.
• Coordinate with service desk teams to manage ticket escalations, validate troubleshooting activities, and implement advanced resolutions.
• Configure, install, maintain, and upgrade desktop hardware, operating systems, drivers, and enterprise applications.
• Perform endpoint patching, antivirus updates, and security configuration activities in accordance with organizational policies.
• Monitor endpoint performance and stability, identify recurring issues, and recommend corrective actions to improve reliability.
• Collaborate with infrastructure and application support teams to investigate and resolve complex technical issues affecting multiple users.
• Maintain accurate incident records, troubleshooting documentation, knowledge articles, and support procedures.
• Support incident management, service request fulfillment, and planned maintenance activities within a rotational shift environment.
• Communicate technical solutions effectively to both technical and non-technical users by providing clear guidance and setting appropriate expectations.
• Participate in continuous improvement initiatives by enhancing support processes, standard operating procedures, and self-service documentation.
• Adhere to service level agreements (SLAs) by prioritizing work based on business impact and escalating issues when required.
• Support onboarding and knowledge-sharing activities for new team members by providing guidance on support tools, processes, and best practices.

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Mesa, AZ. Regardless of your working arrangement, we are here to support a healthy work-life balance through our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

• 2 to 5 years of experience providing desktop or end-user computing support within a corporate environment.
• Strong experience supporting Microsoft Windows operating systems and standard enterprise productivity applications.
• Experience troubleshooting hardware, software, printer, peripheral, and network connectivity issues.
• Proficiency with remote support tools and desktop management technologies.
• Knowledge of endpoint security practices, including patch management, antivirus solutions, and security compliance requirements.
• Experience working with incident management, service request fulfillment, and ticketing systems.
• Understanding basic networking concepts, including VPN connectivity, wireless networking, DNS, and network troubleshooting.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve issues efficiently.
• Excellent communication and customer service skills with the ability to support both…