Deskside Engineer (ONSITE)

Practice - CIS - Cloud, Infrastructure, and Security Services

About Cloud Infrastructure & Security Services: Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

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

Job Tittle: Deskside Engineer (ONSITE)

Work Location: Boston, MA

Job Summary

We are seeking a Technical Lead with 4 to 5 years of experience to join our team. The ideal candidate will have expertise in Incident Management End User Tools - Nexthink Networking and Desktop Support. This role requires working from the office with rotational shifts. Proficiency in English is essential.

Responsibilities

• Reporting to the Global Local IT Manager the IT Deskside Support Lead is responsible for delivering onsite second line technical support to the client`s New York office. This involves dealing with the technical aspects of people processes, equipment and kit supply, and the troubleshooting of hardware, software and communications infrastructure, and the documentation of these continually evolving processes. Ability to oversee team tasks, serve as the site contact, and manage stakeholders' expectations with proficiency.
• Senior technical troubleshooting skills in order to solve complex problems and train & mentor Desktop Analysts
• Key technical contributor with demonstrable willingness to take initiative to follow up on issues, projects and deadlines.
• Prepare and maintain technical documentation and knowledge articles for use throughout the enterprise.
• Working as part of the team responsible for the overall delivery of Local IT support including, but not limited to, the following core services:
• Build, configuration, installation, relocation, troubleshooting and maintenance of IT hardware and software (Applications, Laptops, Desktops and peripherals, printers and multifunctional devices)
• Mobile Device support: Experience in supporting mobile devices (iphone & ipad)
• Installation, maintenance and troubleshooting of telephony equipment, including handset, switch and voicemail administration
• Planning, coordination and execution of office/desk moves
• Meeting room technical support including Video Conferencing, Webex and Webinars and presentations
• VIP Support, Conference and Hearing/Litigation support
• Serve as liaison with fellow IT support departments. (i.e. Network Ops/Client Computing)
• Support the training of users in various Technology as required
• Work with vendors or other technical resources to troubleshoot desktop support issues.
• Strive to deliver the overall IT goals of providing a world class service to our legal teams in the Clients Office
• Document and audit customer interactions in the incident management system including asset management
• Research and support enterprise desktop solutions using industry standard tools, for example Microsoft System Centre , or other applicable products
• Work closely with required central IT teams including the IT Service Desk to improve the speed and clarity of local IT support requests and of local IT support teams
• Undertaking local projects required by the office
• Be willing to carry out shift work, weekends and on-call as required.

Qualifications

• Possess a strong background in Incident Management with proven experience.
• Demonstrate expertise in using End User Tools specifically Nexthink.
• Have in-depth knowledge of networking principles and troubleshooting techniques.
• Show proficiency in providing desktop support in a professional environment.
• Exhibit excellent problem-solving skills and the ability to work under pressure.
• Display strong leadership qualities and the ability to guide a technical team.
• Communicate fluently in English both written and spoken.
• Be adaptable to rotational shifts and flexible working hours.
• Hold a relevant certification in Incident Management or Networking.
• Have a proactive approach to identifying and resolving technical issues.
• Show commitment to continuous learning and staying updated with industry trends.
• Demonstrate the ability to work collaboratively with cross-functional teams.
• Maintain a high level of professionalism and customer service orientation.
• Clear and concise written and oral communication skills.
• Flexible in approach and adaptable to change.
• Resilient and calm under pressure.
• The ability to build working relationships with a range of people at all levels.
• Proactive approach with a 'can-do' attitude.
• Identifies and communicates opportunities to improve the way that work is done.
• Excellent organisational and time management skills with the ability to manage tasks efficiently and with a high attention to detail.
• Works successfully as part of a team, sharing knowledge, collaborating with and supporting colleagues.
• Excellent customer service skills with a helpful and responsive approach.
• Motivated, results and delivery focused with a commitment to quality of work.
• Takes ownership and actively looks for personal learning and development opportunities.
• Takes a common sense approach and demonstrates initiative and sound judgement.
• Commitment to the highest level of integrity.
• Focus on finding the right solutions and problem solving.
• An understanding of working across cultural boundaries.

Certifications Required

Certified Incident Manager CompTIA Network+ Nexthink Certified Professional

Salary and Other Compensation

Applications will be accepted until May/5/2025.

The annual salary for this position is between $37,804 to $86,000 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.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• 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

Disclaimer: The Salary, 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.

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