VIP Onsite Field Services Engineer - 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

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.