Closed listing
Field Support Engineer
- Calgary, AB, Canada
- Greater Calgary Metropolitan Area, Canada
Full-time
This opening has closed.
The original listing is kept below for reference.
Job details
- Job type
- Full-time
- Closing date
- Experience
- 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
About The Role
As a Field Support Engineer, you will make an impact by providing onsite and remote support for end-user devices, Microsoft 365 applications, and workplace technology services. You will support incident resolution, endpoint lifecycle management, and field service activities while ensuring a high-quality user experience and adherence to service level agreements. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, operations, and service management teams.
In this role, you will
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Calgary, AB.
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
As a Field Support Engineer, you will make an impact by providing onsite and remote support for end-user devices, Microsoft 365 applications, and workplace technology services. You will support incident resolution, endpoint lifecycle management, and field service activities while ensuring a high-quality user experience and adherence to service level agreements. You will be a valued member of the Cloud Infrastructure and Security team, working collaboratively with infrastructure, operations, and service management teams.
In this role, you will
- Provide onsite and remote support for desktops, laptops, mobile devices, printers, docking stations, and peripherals.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Assist users with VPN, Wi-Fi, MFA, and access-related issues.
- Respond to incidents and service requests within agreed SLA timelines.
- Perform ticket triage, diagnosis, troubleshooting, and resolution activities.
- Escalate unresolved issues to specialized support teams with complete troubleshooting details.
- Maintain accurate ticket documentation and user communication throughout the ticket lifecycle.
- Provide deskside support requiring physical intervention at office locations.
- Coordinate asset replacements, hardware repairs, warranty claims, and vendor visits.
- Support workstation deployments, office relocations, conference room technologies, and site-specific IT activities.
- Act as a customer-facing point of contact for onsite technical support.
- Perform device imaging, deployment, refresh, and decommissioning activities.
- Install, configure, and upgrade operating systems and applications.
- Maintain asset inventory and CMDB accuracy.
- Support laptop provisioning and endpoint deployment activities.
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Calgary, AB.
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
- 5+ years of experience providing desktop, deskside, or field services support in an enterprise environment.
- Experience supporting Windows operating systems, desktops, laptops, mobile devices, printers, and peripherals.
- Hands-on experience supporting Microsoft 365 applications including Outlook, Teams, OneDrive, and Office Suite.
- Experience troubleshooting hardware, software, networking, and end-user access issues.
- Experience working with ticketing systems in an SLA-driven support environment.
- Knowledge of VPN, Wi-Fi, MFA, and identity/access support.
- Experience with device imaging, deployment, refresh, and endpoint lifecycle management.
- Strong customer service, communication, and problem-solving skills.
- Experience supporting executive users and customer-facing environments.
- Familiarity with ITIL processes and service management best practices.
- Experience with conference room and collaboration technologies.
- Knowledge of Microsoft Intune, Autopilot, or endpoint management solutions.
- Relevant Microsoft, CompTIA, or end-user computing certifications.
More about this job
Responsibilities
Provide onsite and remote technical support for end-user devices, Microsoft 365 applications, connectivity, and workplace technologies, resolving incidents and service requests within SLA timelines. Manage endpoint deployment and lifecycle activities, maintain accurate ticket and asset records, and coordinate escalations, repairs, replacements, and other site-specific IT services.
Requirements
Requires at least five years of enterprise desktop, deskside, or field support experience, including Windows devices, Microsoft 365, troubleshooting, ticketing systems, and endpoint deployment. Strong customer service and communication skills are required; experience with executive support, ITIL, conference room technologies, endpoint management tools, or relevant certifications is an advantage.
Skills
- Desktop Support
- Deskside Support
- Field Services
- Windows Operating Systems
- Microsoft 365
- Hardware Troubleshooting
- Software Troubleshooting
- Network Troubleshooting
- VPN
- Wi-Fi
- Multi-Factor Authentication
- Ticketing Systems
- Service Level Agreements
- Device Imaging
- Endpoint Lifecycle Management
- Customer Service
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Consulting
Keywords
- Desktop Support
- Deskside Support
- Field Services
- Windows
- Microsoft 365
- Outlook
- Teams
- OneDrive
- Office Suite
- VPN
- Wi-Fi
- Multi-Factor Authentication
- Ticket Triage
- Service Level Agreements
- Incident Resolution
- Hardware Troubleshooting
- Software Troubleshooting
- Networking
- Device Imaging
- Endpoint Deployment
- Endpoint Lifecycle Management
- Asset Inventory
- Microsoft Intune
- Autopilot
- ITIL
- Conference Room Technology
- Warranty Claims
- Operating System Installation
- Customer Service