Field Support Engineer

Cognizant; Calgary; On-site; CAD 65,000 - 90,000; Full time

Job summary

Cognizant in Calgary seeks a Field Support Engineer to provide on-site and remote end-user device support, including Windows workstations, mobile devices, printers, and peripherals. You’ll resolve incidents, manage endpoints, and coordinate with IT teams to maintain high service levels.

You will assist users with VPN, MFA, and Office 365 apps, perform device imaging and deployments, and ensure accurate ticketing and communication throughout the lifecycle.

Qualifications

• 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
• Experience with Windows operating systems, desktops, laptops, mobile devices, printers, and peripherals.
• Hands-on experience with Microsoft 365 apps (Outlook, Teams, OneDrive, Office).
• Experience troubleshooting hardware, software, networking, and end-user access issues.
• Experience with ticketing systems in an SLA-driven support environment.
• Knowledge of VPN, Wi-Fi, MFA, and identity/access support.
• Device imaging, deployment, refresh, and lifecycle management.

Responsibilities

• Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
• Troubleshoot hardware, software, OS, 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 activities.
• Escalate unresolved issues to specialized teams with detailed notes.
• Maintain accurate ticket documentation and user communication throughout the lifecycle.
• Provide deskside support requiring physical intervention at office locations.
• Coordinate asset replacements, hardware repairs, and vendor visits.
• Support workstation deployments, relocations, conference room tech, and site IT activities.
• Act as customer-facing point of contact for onsite technical support.
• Perform device imaging, deployment, refresh, and decommissioning.
• Install, configure, and upgrade OS and applications.
• Maintain asset inventory and CMDB accuracy.
• Support laptop provisioning and endpoint deployment activities.

Skills

Desktop support

Windows OS

Microsoft 365

Troubleshooting

Ticketing systems

Job description

About the role

As a Field Support Engineer, you will make an impact by providing onsite and remote support for end-user devices, Microsoft 365 applications, and workplace technology services. You will support incident resolution, endpoint lifecycle management, and field service activities while ensuring a high-quality user experience and adherence to service level agreements. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, operations, and service management teams.

In this role, you will

• 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 agreed SLA timelines.
• Perform ticket triage, diagnosis, troubleshooting, and resolution activities.
• Escalate unresolved issues to specialized support teams with complete troubleshooting details.
• Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.
• Provide deskside support requiring physical intervention at office locations.
• Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
• Support workstation deployments, office relocations, conference room technologies, and site‑specific IT activities.
• Act as a customer‑facing point of contact for onsite technical support.
• Perform device imaging, deployment, refresh, and decommissioning activities.
• Install, configure, and upgrade operating systems and applications.
• Maintain asset inventory and CMDB accuracy.
• Support laptop provisioning and endpoint deployment activities.

Work model

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work‑life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Calgary, AB.

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.

What you need to have to be considered

• 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
• Experience supporting Windows operating systems, desktops, laptops, mobile devices, printers, and peripherals.
• Hands‑on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
• Experience troubleshooting hardware, software, networking, and end‑user access issues.
• Experience working with ticketing systems in an SLA‑driven support environment.
• Knowledge of VPN, Wi‑Fi, MFA, and identity/access support.
• Experience with device imaging, deployment, refresh, and endpoint lifecycle management.
• Strong customer service, communication, and problem‑solving skills.

These will help you stand out

• Experience supporting executive users and customer‑facing environments.
• Familiarity with ITIL processes and service management best practices.
• Experience with conference room and collaboration technologies.
• Knowledge of Microsoft Intune, Autopilot, or endpoint management solutions.
• Relevant Microsoft, CompTIA, or end‑user computing certifications.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.