Field Services Engineer

Cognizant; Viersen; Vor Ort; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

Cognizant is seeking an EUC Field Services Engineer to design, implement and optimize digital experience monitoring solutions onsite. You will deliver robust analytics, proactive issue detection and continuous improvement of end-user services while collaborating with cross-functional teams across IT and business units.

The role emphasizes on-site support, enterprise Windows/Microsoft 365 management, and close collaboration with IT teams to drive service quality and end-user productivity.

Qualifikationen

• Experience in EUC, Deskside Support, Field Services, or IT Service Delivery.
• Strong knowledge of ITSM processes, incident and request management, and ServiceNow workflows.
• Proficiency with Windows 11, Microsoft 365, Active Directory, Microsoft Intune, and endpoint management.
• Good understanding of core infrastructure technologies, including Active Directory, Group Policy, DHCP, and DNS.
• Ability to troubleshoot hardware, peripherals, conference room A/V systems, and basic to intermediate Linux environments.
• Strong problem-solving and root cause analysis skills.
• Excellent customer service, communication, interpersonal, and organizational skills.
• Ability to work independently, prioritize effectively, and adapt to changing business needs.
• Experience supporting manufacturing/factory environments is a plus.
• Bachelor's degree, technical diploma, or equivalent experience; Microsoft, ITIL, or related certifications are advantageous.
• Willingness to work on-site and travel occasionally as required.

Aufgaben

• Provide on-site IT support and resolve end-user technical issues in a timely manner.
• Manage and prioritize support tickets in line with SLAs, business requirements, and approved ITSM processes.
• Support, configure, and maintain Windows and Linux endpoint devices, including laptop deployment and lifecycle management.
• Troubleshoot hardware, software, peripherals, printers, and A/V equipment.
• Maintain accurate laptop inventory and asset records.
• Deliver high-quality, customer-focused "white glove" support to users at all levels, including executives.
• Collaborate effectively with IT teams and contribute to project-based initiatives.
• Perform proactive maintenance and other duties assigned by the EUC Manager.

Kenntnisse

ITSM processes

Windows 11

Microsoft 365

Active Directory

Intune

Endpoint management

Customer service

Communication

Problem solving

Ausbildung

Bachelor's degree or equivalent

Microsoft ITIL certifications

Tools

ServiceNow

Jobbeschreibung

The EUC Field Services Engineer will design implement and optimize digital experience monitoring solutions that enhance workforce productivity in a onsite work model. The role focuses on delivering robust analytics proactive issue detection and continuous improvement of end user services while collaborating closely with cross functional technology and business teams.

Responsibilities

• Provide on-site IT support and resolve end-user technical issues in a timely manner.


• Manage and prioritize support tickets in line with SLAs, business requirements, and approved ITSM processes.


• Support, configure, and maintain Windows and Linux endpoint devices, including laptop deployment and lifecycle management.


• Troubleshoot hardware, software, peripherals, printers, and A/V equipment.


• Maintain accurate laptop inventory and asset records.


• Deliver high-quality, customer-focused \"white glove\" support to users at all levels, including executives.


• Collaborate effectively with IT teams and contribute to project-based initiatives.


• Perform proactive maintenance and other duties assigned by the EUC Manager.

Qualifications

• Experience in End User Computing (EUC), Deskside Support, Field Services, or IT Service Delivery environments.


• Strong knowledge of ITSM processes, incident and request management, and ServiceNow ticketing workflows.


• Proficiency with Windows 11, Microsoft 365, Active Directory, Microsoft Intune, and endpoint management.


• Good understanding of core infrastructure technologies, including Active Directory, Group Policy, DHCP, and DNS.


• Ability to troubleshoot hardware, peripherals, conference room A/V systems, and basic to intermediate Linux environments.


• Strong problem-solving and root cause analysis skills.


• Excellent customer service, communication, interpersonal, and organizational skills.


• Ability to work independently, prioritize effectively, and adapt to changing business needs.


• Experience supporting manufacturing/factory environments is a plus.


• Bachelor's degree, technical diploma, or equivalent experience; Microsoft, ITIL, or related certifications are advantageous.


• Willingness to work on-site and travel occasionally as required.

Required Skills

• Strong knowledge of ITSM processes.


• Proficiency with Windows 11 and Microsoft 365.


• Excellent customer service and communication skills.

Preferred Skills

• Experience supporting manufacturing/factory environments.


• Microsoft, ITIL, or related certifications.