Field Support Technician

Cognizant; Toronto; On-site; CAD 70,000 - 85,000; Full time

Job summary

A global technology company is seeking a Deskside Support / Field Engineer in Toronto, Canada. The candidate should have 7-8 years of IT support experience, specializing in network troubleshooting and customer service. Responsibilities include providing desktop and mobile device support, diagnosing network issues, and managing end-user computing projects. A proactive approach and excellent communication skills are essential. Preferred qualifications include certifications such as CompTIA A+ and experience with cloud-based environments. Applications close on Dec 19, 2025.

Qualifications

• 7–8 years of hands-on experience in IT support, preferably in enterprise or field service environments.
• Strong knowledge of Windows and Mac OS, Microsoft 365, TCP/IP.
• Excellent communication skills to interact with technical and non-technical users.

Responsibilities

• Provide support for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve network connectivity issues.
• Perform hardware and software installations and upgrades.

Skills

Windows OS

Mac OS

Network troubleshooting

Customer service

IT support

Tools

SCCM

Intune

ServiceNow

Wireshark

Bomgar

TeamViewer

Job description

Position Overview

We are seeking a seasoned Deskside Support / Field Engineer with 7–8 years of experience in IT support, specializing in network troubleshooting, desktop support, and end-user computing. The ideal candidate will be a proactive problem solver with strong technical acumen and a customer-first mindset, capable of delivering high-quality support in dynamic enterprise environments.

Key Responsibilities

• Provide basic to advanced support for desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve network connectivity issues (LAN/WAN/Wi‑Fi/VPN) and escalate complex problems to network teams.
• Perform hardware and software installations, upgrades, and configurations across Windows and Mac environments.
• Support Active Directory, group policies, and user account management.
• Manage OS imaging, software deployment, and patching using tools like SCCM or Intune.
• Handle incident and request tickets in ITSM platforms (e.g., ServiceNow), ensuring timely resolution and documentation.
• Collaborate with infrastructure and application teams to support end‑user computing projects.
• Provide Smart Hands support for data center equipment, network devices, and AV systems.
• Maintain inventory of IT assets and ensure compliance with asset management policies.
• Deliver VIP support and maintain high levels of customer satisfaction.

Required Skills & Experience

• 7–8 years of hands‑on experience in IT support, preferably in enterprise or field service environments.
• Strong knowledge of Windows as well as Mac OS, Microsoft 365, TCP/IP, DNS/DHCP, and endpoint security.
• Experience with remote support tools (e.g., Bomgar, TeamViewer), ticketing systems, and hardware diagnostics.
• Familiarity with network troubleshooting tools (e.g., Wireshark, ipconfig, tracert).
• Proven ability to work independently in field or dispatch roles, managing multiple priorities.
• Excellent communication and interpersonal skills to interact with technical and non‑technical users.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
• Experience supporting cloud-based desktop environments.

Work Environment

• Onsite and field-based support across client or internal locations.
• May require travel and flexible hours based on support needs.
• Ability to lift and move IT equipment as needed.

Applications will be accepted until Dec 19,2025.