Senior IT Support Specialist

Cognizant; Ontario (CA); Hybrid; CAD 117,000 - 131,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking a Field Services Engineer in Ontario, California. This hybrid role focuses on delivering advanced remote desktop support and onsite field services for enterprise users with complex environments, including handling insurance-domain workflows.

You will diagnose incidents, coordinate with cross-functional teams, and improve service reliability through process optimization, while supporting hybrid work models and maintaining secure endpoint configurations.

Qualifications

• Eight to twelve years of remote desktop support and field services in large-scale environments.
• Proficiency with OS and endpoint security tools to keep workspaces stable and secure.
• Ability to analyze incident trends and document findings for improvements.
• Familiarity with collaboration tools and hybrid work enablement techniques.

Responsibilities

• Deliver remote desktop support diagnosing hardware and OS issues to restore productivity across enterprise environments.
• Provide advanced troubleshooting for desktop applications and collaboration tools to reduce disruptions.
• Coordinate field services activities like device provisioning and replacement with standardized procedures.
• Collaborate with infrastructure and application teams, documenting incident details for end-to-end resolution.
• Implement secure desktop configurations aligning with policy and best practices to strengthen endpoints.
• Monitor support queues and prioritize requests to meet SLAs during day shifts.
• Develop knowledge base articles capturing root cause analyses and remediation steps.
• Assist in evaluating OS upgrades and client tool rollouts with test plans and compatibility checks.
• Perform routine health checks on endpoints and tools to prevent business disruption.
• Communicate clearly with customers, setting expectations and providing status updates.

Skills

Remote desktop support

Field services

Incident analysis

Communication skills

Hybrid work enablement

Insurance domain knowledge

Tools

Endpoint management tools

Security tools

Collaboration tools

Job description

Job Title: Field Services Engineer

Job Location: Ontario, California

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

Job Summary

This hybrid Field Services Engineer role focuses on delivering advanced remote desktop support and onsite field services for enterprise users with complex environments. The professional will diagnose and resolve incidents coordinate with cross functional teams and improve service reliability through process optimization. Experience in property and casualty insurance is valuable for handling domain specific workflows and applications.

Responsibilities

• Deliver high quality remote desktop support by diagnosing complex hardware and operating system issues and applying timely solutions that restore user productivity across diverse enterprise environments.
• Provide advanced troubleshooting for desktop applications and collaboration tools by analyzing incident patterns and implementing corrective actions that reduce recurring disruptions for business users.
• Coordinate field services activities such as device provisioning and replacement by following standardized procedures that maintain asset accuracy and minimize downtime for critical business operations.
• Collaborate with infrastructure and application teams by clearly documenting incident details and configuration changes to ensure seamless end to end resolution and stable desktop ecosystems.
• Implement secure configuration baselines for desktops and laptops by applying organizational policies and industry best practices that strengthen endpoint resilience and safeguard business information.
• Monitor remote support queues and prioritize service requests using defined response targets to ensure consistent user experience and adherence to service level expectations during day shifts.
• Develop and maintain detailed technical knowledge base articles by capturing root cause analyses and remediation steps that accelerate future resolutions and support continuous improvement.
• Assist in evaluating and rolling out desktop operating system upgrades and client tools by executing test plans and validating compatibility to ensure smooth transitions for business users.
• Perform routine health checks on endpoint devices and remote support tools by reviewing performance indicators and addressing emerging issues before they affect business continuity.
• Communicate clearly and empathetically with customers during troubleshooting engagements by setting transparent expectations and providing status updates that improve confidence in support services.
• Support hybrid work models by optimizing remote access configurations and resolving connectivity issues so that users can operate efficiently from office and remote locations.
• Apply understanding of property and casualty insurance workflows when relevant by aligning desktop configurations and application support to the needs of underwriting claims and policy servicing teams.
• Contribute to team refinement process by suggesting enhancements to ticket handling and escalation paths that improve efficiency and overall service quality for the organization and its stakeholders.

Qualifications

• Demonstrate extensive experience of eight to twelve years in remote desktop support and field services with a proven record of resolving complex endpoint issues in large scale environments.
• Exhibit strong proficiency in operating systems endpoint security tools and enterprise desktop management platforms to ensure stable and secure user workspaces.
• Show capability in analyzing incident trends documenting technical findings and using these insights to recommend improvements that enhance reliability and user satisfaction.
• Display familiarity with collaboration tools remote access technologies and hybrid work enablement techniques that support effective operations without travel requirements.
• Bring domain awareness of property and casualty insurance processes where possible enabling more contextual support for specialized applications and business workflows.
• Demonstrate solid communication and customer service skills by interacting constructively with stakeholders at different organizational levels and conveying technical information in accessible language.
• Maintain commitment to continuous learning by staying up to date with endpoint technologies security practices and support methodologies relevant to modern field services roles.

Salary and Other Compensation:

The annual salary for this position is between $82,000 to $92,000 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