Systems Engineer

Cognizant; Plano, Town of Texas (TX, WI); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Cognizant is seeking a Systems Engineer to deliver high-quality desktop support for a global workforce in a hybrid Plano, Texas environment. You will diagnose and resolve OS, software, hardware and connectivity issues, troubleshoot remotely, and coordinate with the service desk to escalate and resolve incidents.

The role emphasizes security, patching, and documentation. Ideal candidates have 2–5 years of experience, Windows expertise, endpoint security knowledge, and strong communication skills

Qualifications

• 2 to 5 years of desktop or end-user computing support in a corporate environment.
• Proficient with Windows OS and standard enterprise productivity applications.
• Experience diagnosing hardware, software, printer, peripheral, and network connectivity issues.
• Familiar with remote support and desktop management technologies.
• Knowledge of endpoint security, patching, antivirus, and security compliance requirements.
• Experience with incident management and ticketing systems.
• Understanding basic networking concepts including VPN, DNS, and wireless troubleshooting.
• Strong communication and customer service skills.
• Ability to work in a hybrid environment and participate in rotational shift schedules.
• Certifications listed above or equivalent endpoint support credentials.

Responsibilities

• Provide desktop support to end users by diagnosing and resolving OS, applications, hardware, peripherals, and connectivity issues.
• Deliver remote troubleshooting using secure tools while prioritizing user satisfaction.
• Coordinate with service desk teams to manage ticket escalations and validate troubleshooting activities.
• Configure, install, maintain, and upgrade desktop hardware, operating systems, drivers, and enterprise applications.
• Perform endpoint patching, antivirus updates, and security configurations per policy.
• Monitor endpoint performance and identify recurring issues, proposing fixes.
• Collaborate with infrastructure/application teams to resolve complex issues affecting multiple users.
• Maintain incident records, troubleshooting docs, knowledge articles, and procedures.
• Support incident management, service requests, and maintenance in rotational shifts.
• Communicate technical solutions clearly to technical and non-technical users.
• Contribute to process improvements and self-service documentation.
• Adhere to SLAs and escalate as needed.
• Assist onboarding of new team members with tools and processes.

Skills

Windows OS support

Remote troubleshooting

Incident management

Hybrid work environment

Communication

Scripting/automation

VPN/network troubleshooting

Education

CompTIA A+

Microsoft Modern Desktop Administrator Associate

Tools

Microsoft Intune

SCCM/ConfigMgr

Remote support tools

Job description

About the role

As a Systems Engineer, you will make an impact by providing high-quality desktop support services for a global workforce in a hybrid and rotational shift environment. You will support end users by resolving hardware, software, and connectivity issues, maintaining endpoint stability, and contributing to continuous improvement initiatives that enhance the overall user experience. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, application, and service desk teams.

In this role, you will

• Provide comprehensive desktop support to end users by diagnosing and resolving incidents related to operating systems, applications, hardware, peripherals, and connectivity issues.
• Deliver remote troubleshooting using secure support tools to resolve technical issues efficiently while maintaining a strong focus on user satisfaction.
• Coordinate with service desk teams to manage ticket escalations, validate troubleshooting activities, and implement advanced resolutions.
• Configure, install, maintain, and upgrade desktop hardware, operating systems, drivers, and enterprise applications.
• Perform endpoint patching, antivirus updates, and security configuration activities in accordance with organizational policies.
• Monitor endpoint performance and stability, identify recurring issues, and recommend corrective actions to improve reliability.
• Collaborate with infrastructure and application support teams to investigate and resolve complex technical issues affecting multiple users.
• Maintain accurate incident records, troubleshooting documentation, knowledge articles, and support procedures.
• Support incident management, service request fulfillment, and planned maintenance activities within a rotational shift environment.
• Communicate technical solutions effectively to both technical and non-technical users by providing clear guidance and setting appropriate expectations.
• Participate in continuous improvement initiatives by enhancing support processes, standard operating procedures, and self-service documentation.
• Adhere to service level agreements (SLAs) by prioritizing work based on business impact and escalating issues when required.
• Support onboarding and knowledge-sharing activities for new team members by providing guidance on support tools, processes, and best practices.

Work model

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Plano, TX. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

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.

What you need to have to be considered

• 2 to 5 years of experience providing desktop or end-user computing support within a corporate environment.
• Strong experience supporting Microsoft Windows operating systems and standard enterprise productivity applications.
• Experience troubleshooting hardware, software, printer, peripheral, and network connectivity issues.
• Proficiency with remote support tools and desktop management technologies.
• Knowledge of endpoint security practices, including patch management, antivirus solutions, and security compliance requirements.
• Experience working with incident management, service request fulfillment, and ticketing systems.
• Understanding basic networking concepts, including VPN connectivity, wireless networking, DNS, and network troubleshooting.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve issues efficiently.
• Excellent communication and customer service skills with the ability to support both technical and non-technical users.
• Ability to work effectively in a hybrid environment and participate in rotational shift schedules.
• CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent endpoint support certification.

These will help you stand out

• Experience supporting enterprise endpoint management platforms such as Microsoft Intune, SCCM, or equivalent tools.
• Familiarity with ITIL-based support processes and SLA-driven environments.
• Experience supporting global teams within a multinational organization.
• Knowledge of desktop automation, scripting, or process improvement initiatives.
• Experience creating technical documentation, knowledge articles, and user training materials.
• Exposure to Microsoft 365 administration and endpoint management technologies.

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