Field Services engineer VIP - Desktop Support

Cognizant; Detroit (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

Cognizant is seeking a Field Services engineer VIP - Desktop Support in Detroit, MI, to provide hands-on onsite support for laptops, rugged devices, printers, scanners, and conference room AV systems. You will resolve hardware and software issues, manage incidents, and ensure minimal business disruption for VIP users.

The role requires 3–5 years in enterprise desktop support, Windows 11 proficiency, AV and network troubleshooting, and strong collaboration with IT teams.

Qualifications

• 3–5 years in systems engineering or desktop support with enterprise end-user exposure.
• 3+ years in Desktop or Field Services including Windows 11 support and hardware troubleshooting.
• 2–3 years in handling audio/visual devices including Cisco VC
• 2–3 years of troubleshooting network/WiFi issues.

Responsibilities

• Provide hands-on onsite support for laptops/desktops, rugged factory devices, printers, handheld scanners, and conference room AV systems.
• Monitor ticket queues and assign tickets through ITSM tools.
• Deliver white-glove, high-touch technical support to VIP users with rapid issue resolution.
• Serve as primary contact for VIP incidents and service requests, coordinating with specialist teams.
• Perform incident management and RCA for major incidents; drive prevention.
• Create and maintain SOPs, runbooks, and knowledge articles.
• Use SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency.
• Apply Windows troubleshooting and basic network diagnostics to restore services quickly.

Skills

Windows troubleshooting

Desktop/laptop hardware

Network/WiFi troubleshooting

AV device support

VIP user support

ITSM processes

Tools

SCCM

Nexthink

IT Shop

Job description

Location: Detroit, Michigan

Applicants must be authorized to work in the US without sponsorship. 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 VIP - Desktop Support 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.

What You’ll Do In The Role, You Will

• 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;
• Provide white-glove, high-touch technical support to VIP users, ensuring rapid resolution of hardware, software, mobility, conferencing, and workplace technology issues with minimal business disruption
• Act as the primary point of contact for VIP incidents and service requests, coordinating with specialized support teams, vendors, and infrastructure groups to ensure timely resolution and effective communication
• 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.

What You’ll Need To Succeed

• Possess professional experience between 3-5 years in systems engineering or desktop support roles with hands on responsibility for managing enterprise class end user environments.
• 3 plus years of Desktop or Field Services experience including experience with Windows 11 support, laptop/desktop hardware troubleshooting, printer support.
• 2 to 3 years of experience with audio visual devices including Cisco VC devices, troubleshooting and telephony.
• 2 to 3 years of experience with troubleshooting network/wifi issues.

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

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.