Deskside Support Engineer

Excellent opportunity for Deskside Engineers to be part of our Cloud Infrastructure & Security services practice. Cognizant Infrastructure Services – Provides IT infrastructure & Cloud services for clients across industry verticals, including both Consulting/Professional and Managed Services, across Enterprise Computing, Cloud services, Security Services, DevOps, Data Centres, End User Computing, Service Desk, Network Services and Environment Management Services.

Roles & Responsibilities

• Ensure high quality and availability EUC Support services, dynamic, flexible and knowledgeable candidate to fill in the role of End-User Computing (EUC) Lead Engineer.
• Provide technical support to end users on various technical issues and problems relating to hardware and software.
• Provide IT support, implement new systems, maintain systems, and resolve issues.
• Respond, document, and resolve service tickets in a timely manner and according to Service Level Agreements.
• Interact with cross-functional teams, understand support requirements, perform ad-hoc root cause analysis, develop checklists for typical problems, and define methods for issue resolution and prevention.
• Required to be on standby with on-call availability 24×7.
• Understand the service level requirements and strive for continuous service improvement by providing quality technical support to end users.
• Display sound judgement when making decisions and demonstrate initiative when the situation calls for action.
• Assist users with hardware and software installations.
• Perform acceptance testing of installed/upgraded equipment.
• Desktop management & User Administration.
• Local Infrastructure service operations (Server, Printing, LAN, etc.).
• EUC devices are in warranty, provide relevant break fix services which include:
• Coordinate with the OEM for break fix services for devices in warranty.
• Repair/rebuild and restock the devices for future deployment.
• Where EUC devices are not in warranty, replace the devices with devices in Goldstock (either with reusable devices in warranty or procure new devices as applicable – coordinate with procurement).
• Minimum inventory stock for testing and configuration to be managed.
• Weekly Goldstock inventory to be managed & coordinated with procurement based on inflow and outflow of hardware requests.
• Manage finance reporting about leavers stock and disposal stocks.
• Coordinate with disposal vendor for IT disposal assets and tracking.
• Maintain inventory of all IT assets, including joiners, movers, leavers, and transfers procedures.
• Device life cycle management for all supported equipment.
• Weekly and monthly asset status reporting.

Must have Technical experience:

• Windows Desktop imaging, testing, configurations (Imaging and preparing computers for end users within SLA).
• ServiceNow (Managing incidents and service requests within SLA, reporting from ServiceNow).
• Google Chrome – Web browser, Google tools, and Google environment.
• Active Directory administration.
• Windows 10 / 11 operating system and its features.
• Mobile phone operating systems (iOS & Android), testing & configurations.
• Network / SCCM and server environment skills.
• Applications L1 support and software application testing.
• Microsoft Excel / Google spreadsheet skills for reporting and tracking.
• Test & Configuration Services.
• Application Packaging Services.
• Desktop SCCM Administration.
• Managed Print Services.

Nice to have Technical experience:

• ServiceNow Hampro or other EUC tools (Ubuntu and Chrome OS).
• SIAM experience (Flexera).
• Mobile device management experience (Google and SOTI Xsight).

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