Service Desk Support Engineer

Job Title:

Service Desk Support Engineer Job Location - Remote, USA

The Service Desk Support Engineer is responsible for providing high-quality technical support, managing technology-related incidents, problems, and service requests, and maintaining knowledge management best practices. The role ensures adherence to customer SLAs, operational guidelines, and compliance policies while delivering a seamless support experience across call, chat, email, and web-based channels.

• Manage end‑to‑end Incident, Request, and Event Management including first‑level diagnosis, resolution, and triaging across Calls, Chats, Emails, and Web Tickets as per SOPs and runbooks.
• Troubleshoot and resolve technical issues
  , escalating functionally or hierarchically to resolver groups, vendors, or Level 3 teams when required.
• Coordinate with resolver groups, carriers, and vendors to ensure timely incident resolution and adherence to SLAs.
• Adhere to all customer security, compliance, and communication protocols
  , ensuring professional and clear interaction with users.
• Maintain and update knowledge articles, FAQs, and SOPs
  , contributing actively to organizational knowledge management.
• Participate in Crit Sit processes
  , support root‑cause identification, and drive corrective actions based on CSAT feedback.
• Support continuous service improvement initiatives and act as a buddy to new hires by guiding them on processes and tools.

• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Experience with ticketing tools (e.g., Service Now, Remedy, Jira Service Desk).
• Basic to intermediate troubleshooting skills across:
  • Windows/Mac OS
  • Networking fundamentals
  • VPN, Email, Active Directory
  • End‑user computing hardware & software
• Familiarity with knowledge management systems and SOP documentation.
• Bachelor’s degree in information technology, Computer Science, or related field (preferred).
• 4+ years of experience in a Service Desk / Technical Support environment.
• ITIL Foundation certification is highly desirable.

• Excellent communication (verbal & written).
• Customer‑centric mindset with the ability to handle challenging situations.
• Strong analytical and problem‑solving skills.
• Ability to work in a fast‑paced environment and manage multiple tasks.
• Team player with willingness to support and mentor new hires.

The annual salary for this position is between $63,000 to $70,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long‑term/Short‑term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work‑life balance through our various wellbeing programs. Based on this role’s business requirements, this is a remote position in USA.

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.

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.