Field service engineer

Cognizant; North Sydney Council; On-site; AUD 85,000 - 95,000; Full time

Job summary

Cognizant is seeking an End User Computing (EUC) Support Engineer to provide Level 1/2 technical support for end-user devices, operating systems, collaboration tools, and workplace technologies. You will resolve incidents with Windows, MacOS, mobile devices, M365 apps, and AD access issues while maintaining high customer satisfaction.

The role includes printer/MFD support, room systems (Zoom/Webex), and basic network troubleshooting, using SCCM, MECM, and JAMF for device management.

Qualifications

• Experience providing Level 1/2 end-user support for Windows, MacOS and mobile devices.
• Familiar with Microsoft 365 apps, Active Directory and basic network concepts.
• Strong customer service, documentation and ticket-management skills.

Responsibilities

• Provide Level 1/2 support for Windows 10/11, Macs and mobile devices.
• Troubleshoot Microsoft 365 apps, email, user access and system configurations.
• Manage AD user accounts, security groups, password resets and access requests.
• Diagnose printer/MFD issues and support room systems (Zoom/Webex Rooms).
• Software deployment and device management using SCCM/MECM and JAMF.
• Log, prioritize and resolve incidents per SLA; coordinate with vendors as needed.

Job description

What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU - people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.

Position Summary:

The End User Computing (EUC) Support Engineer / Desktop Support Technician is responsible for providing Level 1 and Level 2 technical support for end-user devices, operating systems, collaboration tools, and workplace technologies. The role involves troubleshooting Windows, MacOS, mobile devices, Microsoft 365 applications, Active Directory account issues, printers, meeting room technologies, and basic network connectivity problems. The engineer ensures timely resolution of incidents and service requests while maintaining high levels of customer satisfaction and adherence to service management processes.

Mandatory Skills:

Technical Skills:

• Windows 10 & Windows 11 Administration and Support
• Laptop and Desktop Hardware Troubleshooting
• MacOS Support
• Mobile Device Support (iOS/Android)
• Microsoft 365 Applications (Outlook, Teams, OneDrive, Office Apps)
• Active Directory User and Group Administration
• Password Reset and Access Management
• Printer and Multi-Function Device (MFD) Support
• Incident and Service Request Management
• Basic Network Troubleshooting (WiFi, LAN, VPN)

Soft Skills:

• Strong customer service and communication skills
• Troubleshooting and analytical problem-solving ability
• Documentation and ticket management skills
• Ability to work with cross-functional teams and vendors
• Time management and prioritization skills

Duties and Responsibilities:

• Provide technical support for Windows 10, Windows 11, laptops, desktops, MacOS devices, and mobile devices.
• Troubleshoot and resolve issues related to Microsoft 365 applications, email, user access, and system configurations.
• Manage user accounts, security groups, password resets, and access requests using Active Directory.
• Diagnose and resolve printer and multi-function device (MFD) issues, including connectivity and driver-related problems.
• Support end-user device provisioning, software deployment, and device management using SCCM, MECM, and JAMF.
• Provide support for Zoom Rooms and Webex Rooms, including meeting room setup, troubleshooting, and user assistance.
• Investigate and resolve basic networking issues involving LAN, WiFi, VPN, and connectivity problems.
• Log, categorize, prioritize, track, and resolve incidents and service requests in accordance with SLA requirements.
• Escalate unresolved issues to appropriate internal IT teams or third-party vendors and coordinate resolution efforts.
• Maintain accurate records of incidents, asset inventories, troubleshooting activities, and technical documentation.
• Assist with software installations, system upgrades, and end-user onboarding activities.
• Ensure compliance with IT policies, security standards, and operational procedures.
• Deliver excellent customer support and maintain a high level of user satisfaction.

Salary Range: $85,000 to $95,000

Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.