Systems Engineer

Cognizant; Dublin; Hybrid; EUR 42,000 - 65,000; Full time

Job summary

Cognizant in Ireland is seeking an experienced desktop support professional to deliver high-quality end-user computing services in a hybrid work model across a multinational organization. You will collaborate with cross-functional teams to resolve incidents, optimize device performance and uphold SLAs for a diverse global workforce with rotating shift coverage.

You will provide advanced desktop support for laptops and desktops, perform detailed troubleshooting, implement standard configurations,

Qualifications

• Two to five years of desktop support experience in professional environments.
• Proficient in diagnosing hardware, OS, and enterprise applications.
• Strong remote support and customer service skills.
• Ability to work in rotating shifts and a hybrid work model.
• Experience with incident management and knowledge base documentation.

Responsibilities

• Provide advanced desktop support for laptops and desktops with high end user satisfaction.
• Troubleshoot OS, applications, and network connectivity to restore productivity.
• Implement standard configurations and security hardening for end-user devices.
• Monitor endpoint health and proactively resolve performance issues.
• Coordinate with security, infrastructure and application teams for complex issues.
• Install software, upgrades, and patches on user devices.
• Document solutions and SOPs in a knowledge base for faster resolution.
• Guide users on best practices for device usage in a hybrid setup.
• Analyze recurring incidents to reduce ticket volumes.
• Collaborate with asset management for inventory and lifecycle tracking.
• Maintain records in the service management platform for audit readiness.
• Participate in continuous improvement initiatives to enhance digital workplaces.

Skills

Desktop support

Troubleshooting

Remote support

Endpoint management

Incident management

Communication skills

Tools

Remote support tools

Endpoint management platforms

Ticketing systems

Job description

Job Summary

Deliver high quality desktop support services in a hybrid work model ensuring stable and secure end user computing environments across a multinational organization. Collaborate with cross functional teams to resolve incidents efficiently optimize device performance and uphold service level objectives for a diverse global workforce with rotational shift coverage.

Responsibilities

• Provide advanced desktop support to resolve incidents and service requests for laptops and desktops while maintaining high end user satisfaction levels through timely resolution and clear communication
• Perform detailed troubleshooting of operating systems applications and network connectivity issues to restore user productivity while minimizing business disruption across global teams
• Implement standardized configuration and hardening of desktop environments to ensure compliance with organizational security policies and industry best practices for end user devices
• Monitor and manage endpoint health using enterprise tools to proactively detect performance issues and apply corrective actions that sustain device stability and user experience
• Coordinate with infrastructure application and security teams to escalated complex technical issues while ensuring accurate documentation and successful incident closure within agreed timelines
• Execute software installation upgrades and patch deployments on user devices to maintain compatibility security posture and adherence to corporate software lifecycle standards
• Document technical solutions known errors and standard operating procedures in a structured knowledge base to support faster issue resolution and consistent service delivery by the broader support team
• Provide clear guidance to users on best practices for device usage collaboration tools and secure working habits in a hybrid model to enhance productivity and reduce preventable incidents
• Analyze recurring incidents and problem trends to recommend improvements in tools processes or configurations that reduce ticket volumes and support efficient operations for the organization
• Collaborate with asset management teams to support inventory accuracy device lifecycle tracking and replacement planning that optimize resource utilization and cost effectiveness for the company
• Adhere to rotational shift schedules while maintaining reliable coverage for critical support windows ensuring continuous assistance to employees across multiple regions without compromising service quality
• Maintain meticulous records of incidents changes and configurations in the service management platform to support audit readiness operational transparency and informed decision making by stakeholders
• Participate in continuous improvement initiatives by sharing feedback insights and ideas that enhance support processes contributing to safer more efficient and more inclusive digital workplaces for society. Qualifications
• Showcase strong experience in desktop support including troubleshooting of hardware operating systems collaboration tools and enterprise applications gained over two to five years in professional environments
• Demonstrate proficiency with remote support tools endpoint management platforms and ticketing systems to handle requests efficiently and ensure consistent service quality
• Apply solid understanding of networking fundamentals such as IP addressing DNS and VPN concepts to diagnose and resolve connectivity issues impacting user productivity
• Exhibit familiarity with security practices such as antivirus management encryption and secure authentication methods to safeguard company information on end user devices
• Bring experience working in rotational shifts and hybrid work models while maintaining high standards of responsiveness accountability and professional communication
• Display effective communication and customer service skills to translate technical concepts into accessible language and build trust with diverse users across the organization
• Pursue ongoing learning in modern desktop technologies automation and cloud integrated management solutions to align support capabilities with evolving enterprise strategies

Certifications Required

Preferred certifications include CompTIA A plus or Microsoft Modern Desktop Administrator Associate or equivalent industry desktop support certification