Deskside Support Engineer

Cognizant; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A global leader in IT services is seeking a skilled Desktop Support Engineer (L2/L2.5) to provide comprehensive technical support for desktops and laptops in the City of London. You will troubleshoot hardware and software issues, manage incidents, and collaborate with various IT teams to assure service availability and customer satisfaction. This role requires strong knowledge of Windows 10/11 and macOS, along with experience in enterprise support environments. Join a dynamic team fostering innovation and customer excellence.

Qualifications

• Strong knowledge of desktop/laptop hardware and operating systems.
• Experience providing L2/L2.5 support in enterprise environments.
• Familiarity with asset and inventory management tools.

Responsibilities

• Provide L2/L2.5 level support for end-user issues.
• Troubleshoot and resolve desktop/laptop hardware issues.
• Ensure timely escalation of incidents to stakeholders.
• Log, analyze, and resolve incidents within SLAs.
• Conduct daily health checks on infrastructure.

Skills

Desktop/laptop hardware knowledge

Desktop operating systems (Windows 10/11/macOS)

Remote desktop support tools

Enterprise ticketing systems

Microsoft Intune experience

JAMF for device management

Asset and inventory management tools

Tools

Microsoft Intune

JAMF

Job description

We are seeking a skilled and proactive Desktop Support Engineer (L2/L2.5) to provide end-to-end technical support for desktops, laptops, and IT infrastructure. The role involves troubleshooting, escalation management, proactive system monitoring, and collaboration with internal IT teams to ensure high service availability and client satisfaction.

Roles and Responsibilities

• Provide L2/L2.5 level support for end-user issues via call, email, or chat.
• Troubleshoot and resolve issues related to desktop/laptop hardware, operating systems (Windows 10/11/macOS), and applications.
• Ensure timely prioritization and escalation of incidents to internal and external stakeholders.
• Act as a single point of contact for rapid restoration of normal IT services.
• Log, analyze, and resolve incidents and requests within defined SLAs.
• Perform daily proactive health checks on infrastructure and applications.
• Monitor desktop support remote network and IT infrastructure for potential issues.
• Ensure that service requests are handled and resolved by appropriately skilled teams.
• Provide support for Desktop SOE (Standard Operating Environment) across multiple platforms and applications.
• Manage asset and inventory systems, including laptop build and deployment processes.
• Work with tools such as Intune/JAMF for access management, configuration, and troubleshooting.
• Conduct routine preventive maintenance and ensure smooth operation of user systems.
• Participate in IT and business projects requiring desktop or system support.
• Collaborate effectively with internal teams to ensure seamless delivery of IT services.
• Contribute to service improvement initiatives and documentation of standard operating procedures.
• Deliver high-quality support to critical business units, including banking and high-profile clients.
• Exhibit strong professionalism and customer service skills in all interactions.

Required Skills

• Strong knowledge of desktop/laptop hardware and desktop operating systems (Windows 10/11/macOS).
• Experience providing L2/L2.5 support in enterprise environments.
• Proficiency in remote desktop support tools and enterprise ticketing systems.
• Hands-on experience with Microsoft Intune and JAMF for device management.
• Familiarity with asset and inventory management tools.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.