Field Services Engineer

Cognizant; Calgary; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

Cognizant in Calgary, Alberta is seeking a Field Support Engineer to provide hands-on desktop, laptop, and peripheral support onsite and remotely.

You will troubleshoot hardware, software, OS, connectivity, and Microsoft 365, while handling incident management, ticketing, and end-to-end service delivery with SLA adherence.

This role involves field services, asset lifecycle management, and acting as a customer-facing point of contact for onsite IT issues across office locations.

Qualifications

• Experience providing onsite and remote IT support.
• Strong troubleshooting across hardware, software, OS, and connectivity.
• Experience with Microsoft 365 apps (Outlook, Teams, OneDrive, Office).
• Experience handling VPN, Wi‑Fi, MFA, and access-related issues.

Responsibilities

• Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
• Assist users with VPN, Wi-Fi, MFA, and access-related issues.
• Respond to incidents and service requests within SLA timelines.
• Perform ticket triage, diagnosis, troubleshooting, and resolution.
• Escalate unresolved issues with complete troubleshooting details.
• Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.
• Provide onsite support for office locations requiring physical intervention.
• Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
• Support workstation setups, office relocations, conference room equipment, and site-specific IT activities.
• Act as a customer-facing point of contact for onsite technical issues.
• Perform device imaging, deployment, refresh, and decommissioning.
• Install, configure, and upgrade operating systems and applications.
• Maintain asset inventory and CMDB accuracy.
• Support laptop provisioning and deployment activities.

Skills

Desktop & peripherals support

Microsoft 365 troubleshooting

Incident management & SLA adherence

VPN/MFA troubleshooting

Tools

CMDB

Ticketing systems

Job description

Role: Field Support Engineer

1. End User Support

• Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
• Assist users with VPN, Wi-Fi, MFA, and access-related issues.

2. Incident & Service Request Management

• Respond to incidents and service requests within agreed SLA timelines.
• Perform ticket triage, diagnosis, troubleshooting, and resolution.
• Escalate unresolved issues to specialized support teams with complete troubleshooting details.
• Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.

3. Field Services & Deskside Support

• Provide onsite support for office locations requiring physical intervention.
• Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
• Support workstation setups, office relocations, conference room equipment, and site-specific IT activities.
• Act as a customer-facing point of contact for onsite technical issues.

4. Endpoint Lifecycle Management

• Perform device imaging, deployment, refresh, and decommissioning.
• Install, configure, and upgrade operating systems and applications.
• Maintain asset inventory and CMDB accuracy.
• Support laptop provisioning and deployment activities.

Compensation: We are offering between $75,000 – $90,000. Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.

Disclaimer: 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.