Deskside Support Engineer

Cognizant; Lancashire; On-site; GBP 26,000 - 38,000; Full time

Job summary

Cognizant is seeking a Deskside Engineer in Lancashire to provide end-user IT support across desktops, laptops, and related equipment. You will deploy hardware, install software, and troubleshoot issues for Windows workstations and mobility devices.

The role requires hands-on manufacturing floor device support when needed. The position involves five days on-site with a focus on rapid incident response, asset lifecycle management, and coordination with vendors for print and network services.

Qualifications

• Diploma or degree in IT.
• Experience in end-user IT support and deskside duties.
• Familiarity with SCCM 2012 and O365 expected.

Responsibilities

• Provide Break-Fix and end-user support activities as required.
• Installing and configuring hardware and software for Windows workstations.
• Troubleshoot hardware/software issues for Windows workstations and mobility support.
• Support for Manufacturing Shop-Floor devices when required.
• Data collection for migrations and eDiscovery.
• Provide hands-on support for Technology team on demand.
• Rack and Stack support for infra devices.

Skills

Analytic troubleshooting

Communication skills

Windows OS knowledge

MS Office basics

Customer support

Networking basics

Mobile device support

GMP/GxP knowledge

End-user IT support

Education

Diploma or degree in IT

Tools

SCCM 2012

O365

MacOS administration

MacOS imaging

Job description

Deskside engineers provide support for the desktop environment including responsibility for deployment of Desktop/Laptop and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling

Roles requires 5 days working from office.

Key Responsibilities:

• Provide Break-Fix and end user support activities as required.
• Installing and configuring hardware and software components for windows work stations to ensure usability by end users
• Troubleshoot hardware and software issues for windows workstations and mobility support/management
• Should have practitioner level knowledge in SCCM 2012 and O365
• Where required, provide support for the Manufacturing “Shop-Floor” handhelds, laptops, and scanner devices.
• Perform data collection/preservation activities as they relate to migrations and/or eDiscovery.
• Provide smart Hands and Feet support for Technology team on demand
• Rack and Stack Support for commissioning/decommissioning infra devices to be provided.
• Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Center/Server room.
• Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center
• Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.
• Co-ordination for cable patching with Vendors or enable on demand.
• Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
• Installing and configuring hardware and software components to ensure usability by end users
• Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates
• Experience in supporting overall manufacturing / lab IT systems and IT devices
• Familiarity with manufacturing, lab or distribution center IT equipment
• Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc..
• Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident
• Advanced communications skills to work with multiple teams and/or OEMs on high priority issues
• Knowledge / Understanding of GMP and GxP
• Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment
• Strong focus on quality and attention to detail

Job Qualifications:

• Strong Analytic/Troubleshooting Skills.
• Strong Communication Skills.
• Strong understanding of MS Windows Operating Systems.
• Strong working knowledge of MS Office and basic business application.
• Strong Customer Support Skills.
• Basic knowledge of networks, telecom, and compute/storage.
• Advanced knowledge of MacOS & iOS environment & administration.
• Advanced understanding of the MacOS imaging & end-point deployment process.
• Basic understanding of policy, user certificates and keychains design, management, and deployment.
• Advanced knowledge of mobile device support

EDUCATION:

• Diploma or degree in IT
• ITIL and/or any other additional certification preferred