MAC - Deskside Support Engineer

Cognizant; Boston (MA); On-site; USD 80,000 - 85,000; Full time

Job summary

Cognizant is seeking a Deskside Support Engineer/Field Service Engineer in Boston to provide on-site and remote IT support for internal staff and clients. You will manage onboarding, device provisioning, and software installation, with emphasis on Mac devices, MDM (Jamf/Intune), and endpoint management.

Responsibilities include desktop/laptop hardware and software troubleshooting, printer and conference room device support, and collaboration with IT teams to resolve complex issues.

Qualifications

• Strong macOS support experience and hands-on end-user support.
• Experience with onboarding, device provisioning and software installs.
• Excellent communication and customer-service orientation.

Responsibilities

• Provide end-user support via phone, email, remote tools and on-site visits.
• Assist with onboarding, including account setup and device provisioning.
• Deploy/manage mobile devices using Jamf and Intune.
• Troubleshoot device configurations, connectivity and security issues.
• Provide printer support: install, maintain, troubleshoot.
• Support conference room devices: video, projectors, audio.
• Diagnose hardware/software issues on desktops, laptops, peripherals.
• Install/configure/maintain OS, apps, drivers; perform upgrades.
• Collaborate with IT teams to resolve complex issues.
• Document all support activities in the ticketing system.
• Update ITAM/CMDB with hardware/software details.
• Ensure compliance with policies and security standards.
• Participate in on-call rotations and after-hours support.

Skills

MDM Tools

Active Directory

M365

Remote Desktop Tools

Job description

Roles/Responsibilities

Strong macOS support experience is required, as approximately 85% of the end-user device estate consists of Mac devices.

Location

Location : Boston MA

Roles/Responsibilities

Strong macOS support experience is required, as approximately 85% of the end-user device estate consists of Mac devices.

We are seeking a talented and dedicated individual to join our team as a Deskside Support Engineer/Field Service Engineer. The successful candidate will be responsible for providing technical support and assistance to our internal staff and clients, both remotely and on-site. This role requires a combination of technical expertise, excellent communication skills, a strong customer service orientation, and proficiency in user onboarding support, mobile device deployment in MDM tools, printer support, conference room device support, as well as expertise in MDM tools such as Jamf and Intune, endpoint management tools like SCCM and Intune, and image deployment concepts including PXE boot, Mac device image, and Intune Autopilot.

• Provide technical support to end-users via phone, email, remote desktop tools, and in-person visits at Tech Lounge.
• Assist with user onboarding, including account setup, device provisioning, and software installation.
• Deploy and manage mobile devices using MDM tools such as Jamf and Intune.
• Troubleshoot and resolve issues related to mobile device configuration, connectivity, and security.
• Provide printer support, including installation, maintenance, and troubleshooting of printer hardware and software.
• Support conference room devices, including video conferencing systems, projectors, and audio equipment.
• Diagnose and resolve hardware and software issues related to desktops, laptops, printers, and other peripherals.
• Install, configure, and maintain operating systems, software applications, and device drivers.
• Perform hardware and software upgrades and replacements as needed.
• Collaborate with other IT teams to expand and resolve complex technical issues.
• Document all support activities, solutions, and troubleshooting steps in the ticketing system.
• Utilize IT Asset Management processes to track and manage IT assets throughout their lifecycle, including procurement, deployment, maintenance, and retirement.
• Update ServiceNow CMDB with accurate and up-to-date information regarding hardware, software, and configuration items.
• Ensure compliance with company policies, procedures, and security standards.
• Participate in on-call rotations and provide after-hours support when necessary.

Mandatory Skills

• MDM Tools
• Active Directory
• M365
• Remote Desktop Tools

The Salary for this position will be yearly 80,000- 85000 K depending on experience and other qualifications of the successful candidate.

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

• 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 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.