Field service engineer

Cognizant; Sydney; On-site; AUD 79,000 - 89,000; Full time

Job summary

Cognizant is seeking an EUC Support Engineer / Desktop Support Technician to provide Level 1–2 technical support for end-user devices, Windows and MacOS, and collaboration tools. You will handle AD accounts, printers, and meeting room technologies while delivering timely incident resolution in line with SLA requirements.

Applicants should be proficient with Microsoft 365 apps, basic network troubleshooting, and have strong customer service and documentation skills.

Qualifications

• Experience providing Level 1–2 IT support for end-user devices and OS.
• Familiar with Microsoft 365 apps, AD, printers, and meeting room tech.
• Knowledge of SCCM/MECM/JAMF for device management.

Responsibilities

• Provide support for Windows 10/11, MacOS, laptops, and mobile devices.
• Troubleshoot Microsoft 365 apps, email, user access, and configurations.
• Manage AD accounts, security groups, and password resets.
• Diagnose printer/MFD issues and connectivity problems.
• Support device provisioning, software deployment, and device management.
• Assist with Zoom/Webex room setups and troubleshooting.
• Log incidents, prioritize, and track requests per SLA.
• Escalate unresolved issues to IT teams or vendors.

Skills

Customer service

Communication

Problem solving

Documentation

Time management

Team collaboration

Tools

SCCM

MECM

JAMF

Active Directory

Zoom Rooms

Webex Rooms

VPN

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: $79,450 to $89,450
Date of Posting: 18-Sept-26

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