Field Service Engineer

Cognizant; Ireland; On-site; EUR 42,000 - 56,000; Full time

Job summary

Cognizant Ireland is seeking a Desk-side Engineer to provide end-user support for the desktop environment, including deployment of desktops and laptops and related equipment in manufacturing labs. Responsibilities include break-fix and incident handling, hardware/software installation and configuration for Windows workstations, troubleshooting, and SCCM 2012 and O365 support.

You will assist with asset lifecycle management, on-site vendor coordination, and device deployments in a manufacturing

Qualifications

• Experience in break-fix and end-user support
• Windows workstation hardware/software installation and configuration
• Advanced troubleshooting to identify root causes of incidents

Responsibilities

• Provide Break-Fix and end-user support as required
• Install and configure hardware and software for Windows workstations
• Troubleshoot hardware and software issues for Windows workstations and mobility devices
• Support SCCM 2012 and O365
• Support manufacturing lab devices (handhelds, laptops, scanners) as needed
• Perform data collection/preservation for migrations/eDiscovery
• Asset lifecycle management for location/region (imaging, allocation, disposal)

Skills

Analytic/Troubleshooting

Communication skills

Windows OS expertise

MS Office & business apps

Customer support

Advanced problem solving

2+ years desk-side support

Education

Diploma or degree in IT

ITIL certification preferred

Tools

SCCM 2012

O365

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

Job Description

• 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
• Advanced Microsoft skills (server support, etc.)
• 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.
• Minimum 2 years desk side support services.
• 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