Systems Engineer

Cognizant; Montgomery (AL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays/PTO

401(k) plan

Disability (short/long-term)

Parental Leave

Job summary

Cognizant is seeking a Systems Engineer / Deskside Support Engineer to provide frontline IT support to end users in Montgomery, AL. The role combines hardware, software, networking, and AV troubleshooting with strong customer service.

The ideal candidate will be hands-on in an enterprise IT environment, serve as the first point of contact, and manage incidents from initial ticket through resolution while adhering to SLAs.

Qualifications

• Minimum 2+ years in Deskside Support or IT service desk.
• Hands-on experience with Windows operating systems and desktop hardware.
• Strong troubleshooting across hardware, software, and network issues.
• Experience with ITSM tools and ticket management processes.
• Experience with asset management, inventory control, and logistics support.
• Familiarity with AV and video conferencing technologies.
• Excellent customer service and communication skills.

Responsibilities

• Serve as primary contact for IT support requests via walk‑up, phone, email, chat, and remote channels.
• Troubleshoot and resolve end-user hardware, software, OS, and peripheral issues within SLAs.
• Prioritize incidents and requests while following SOPs and ITSM best practices.
• Provide user guidance on IT products and services.
• Escalate complex issues to appropriate teams and ensure timely follow-up.
• Document incidents, resolutions, and asset records in ticketing systems.
• Support device deployment, desk setup, inventory tracking, and asset lifecycle.
• Deliver Level 1 AV support for conference rooms and video conferencing.
• Perform basic network troubleshooting and escalate infrastructure issues.
• Assist with logistics and supply chain activities to improve service efficiency.

Skills

Customer service

Communication skills

Troubleshooting

Networking basics

Windows OS

ITSM tools

Asset management

Printer setup

AV/Video conferencing

Documentation

Tools

ITSM tools

Ticketing systems

Job description

Job Title: Systems Engineer

Job Location: Onsite- Montgomery, AL, USA

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

About the Role

We are seeking a customer-focused and technically proficient Systems Engineer / Deskside Support Engineer to provide frontline IT support services to end users. The ideal candidate will serve as the primary point of contact for technical support requests, delivering exceptional customer service while troubleshooting hardware, software, network, and AV-related issues. This role requires hands‑on experience supporting enterprise IT environments, managing technology assets, and ensuring timely resolution of incidents and service requests.

In this role, you will

• Serve as the primary point of contact for IT support requests through walk‑up, phone, email, chat, and remote support channels, ensuring a high‑quality customer experience and timely issue resolution.
• Troubleshoot, diagnose, and resolve end‑user hardware, software, operating system, application, mobile device, and peripheral‑related issues within established service level agreements (SLAs).
• Manage and prioritize multiple incidents, service requests, and user inquiries simultaneously while adhering to defined SOPs, support processes, and IT service management best practices.
• Provide technical guidance and user education on IT products, services, systems, and tools, enabling users to effectively utilize technology resources.
• Escalate complex or unresolved technical issues to appropriate support teams, vendors, or engineering groups, ensuring timely follow‑up and closure.
• Maintain accurate and detailed documentation of incidents, requests, troubleshooting activities, asset records, customer communications, and resolution outcomes within ticketing systems.
• Support the complete IT asset lifecycle, including device deployment, desk setup and collection, inventory tracking, shipping and receiving, audits, asset reconciliation, smart lockers, IT vending machines, and printer support.
• Deliver Level 1 Audio‑Visual (AV) support for conference rooms, collaboration spaces, video conferencing solutions, and event technologies, including setup, troubleshooting, and user assistance.
• Perform end‑user network troubleshooting for wired and wireless connectivity issues using standard diagnostic tools and established support methodologies, escalating infrastructure‑related issues when required.
• Manage operational and logistics activities, including supply ordering, storage management, inventory audits, helpdesk operations, and continuous process improvement initiatives to enhance service efficiency and customer satisfaction.

What you’ll need to succeed (required skills)

• 2+ years of experience in Deskside Support, IT Service Desk, or End User Computing Support.
• Hands‑on experience supporting Windows operating systems and desktop/laptop hardware.
• Strong troubleshooting and problem‑solving skills across hardware, software, and network issues.
• Experience working with ITSM tools and ticket management systems.
• Knowledge of incident, request, and escalation management processes.
• Experience with asset management, inventory control, and logistics support.
• Familiarity with printer setup, configuration, and troubleshooting.
• Knowledge of Audio Visual (AV) and video conferencing technologies.
• Understanding of networking fundamentals including TCP/IP, VPN, DNS, and wireless connectivity.
• Excellent customer service, communication, and interpersonal skills.

Preferred Skills

• Experience supporting Mac OS devices.
• Mobile Device Management (MDM) experience.
• Experience supporting enterprise collaboration platforms and conferencing technologies.
• Familiarity with Salesforce or similar service management platforms.
• Knowledge of ITIL Service Management best practices.
• Experience in large enterprise or managed services environments.

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 LeaveEmployee Stock Purchase Plan

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work‑life balance through our various wellbeing programs. Based on this role’s business requirements, this is an onsite role requiring 5 days a week at client site in Montgomery, AL, USA.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

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.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.