Field Services Engineer

Cognizant; Gastonia (NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Disability insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Field Services engineer to provide on-site support for laptops, desktops, rugged devices, printers, scanners and conference room AV systems.

You will handle break/fix, deployments and escalations using ITSM workflows and tools like SCCM and Nexthink for endpoint visibility. The role expects 4–7 years of desktop support in office and factory environments.

Qualifications

• 3–5 years of on-site desktop support with Windows 11 and hardware troubleshooting.
• 2–3 years of audio-visual device experience, Cisco VC troubleshooting and telephony.
• 2–3 years of networking/Wi-Fi troubleshooting.

Responsibilities

• Provide hands-on onsite support for laptops, desktops, rugged factory devices, printers, handheld scanners and conference room AV.
• Monitor ticket queues and assign tickets through ITSM tools.
• Perform incident management, RCA for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks and knowledge articles.
• Utilize SCCM, IT Shop and Nexthink for endpoint visibility and efficiency.
• Apply Windows troubleshooting and basic network diagnostics to restore services quickly.

Skills

Desktop Support

Windows 11

Laptop/Desktop hardware

Printer support

Audio visual devices

Cisco VC

Telephony

Networking

WIFI

Tools

SCCM

IT Shop

Nexthink

Job description

Job Role: Field Services engineer

Location: Gastonia, South Carolina

Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

We are seeking a Field Services engineer with 4-7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly.

Key Responsibilities

• Provide hands‑on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems.
• Monitor ticket queues and assign tickets through ITSM tools;
• Perform incident management, RCA for major incidents, and drive issue prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly.

Mandatory Skills

• Desktop Support - Field services – 3 - 5 years – Windows 11 support, laptop/desktop hardware troubleshooting, printer support – Expert
• Audio visual devices – 2-3 years – Cisco VC devices troubleshooting, Telephony – Expert
• Networking / WIFI – 2-3 years – Troubleshoot network / WIFI issues – Expert

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.