Deskside Support Engineer(L3)

Cognizant

2 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Working hours

Regular working hours

Job source

www.collegerecruiter.com

Tech stack

Microsoft Windows Active Directory Bash Shell Identity and Access Management Virtual Private Networks (VPN) Python (Programming Language) Microsoft Office System Center Configuration Manager Virtual Desktops Citrix Systems Windows PowerShell Azure Active Directory

+12 more

Service Pack Software Deployment User Environment Management VMware Horizon View Image Acquisition Scripting Enterprise Software Applications Okta Microsoft InTune Computer Equipment Information Technology Casper Suite

Job description

Own and resolve complex, high-impact, and escalated support issues (L3) that cannot be resolved by Tier 1 staff.
Perform Root Cause Analysis (RCA) for recurring incidents, developing and implementing permanent solutions across the organization.
Provide specialized, discrete support for executive, VIP, and highly sensitive technical functions.
Master and troubleshoot advanced issues related to operating systems, virtual desktop environments (VDI), complex application integrations, and specific line-of-business tools.
Administer and maintain enterprise-level endpoint management tools such as Microsoft Endpoint Configuration Manager (SCCM), Microsoft Intune, or JAMF Pro for software deployment and patching.
Develop, test, and deploy automated scripts (PowerShell, Python, or Bash) to streamline routine maintenance, provisioning, and configuration tasks.
Manage and enforce security and group policies within Active Directory, Azure AD, and Okta for identity and access management.
Oversee and standardize the configuration, deployment, and imaging process for all new hardware.
Lead or execute major IT projects, including large-scale OS migrations, enterprise application rollouts, and infrastructure upgrades impacting the end-user environment.
Act as the subject matter expert (SME) for desktop standardization, security compliance, and VDI management.
Collaborate with Infrastructure and Security teams to test, validate, and roll out security patches and system changes.
Serve as a technical escalation point and mentor for junior deskside and Service Desk team members, performing knowledge transfer and training.
Lead the creation, review, and maintenance of high-quality Standard Operating Procedures (SOPs) and advanced troubleshooting guides.
Communicate solution findings, project updates, and operational risks clearly and confidently to both technical stakeholders and executive leadership.

Requirements

Education: Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
Experience: Progressive experience providing high-level deskside, field, or end-user support in a corporate environment.
Technical Skills:
Expert proficiency in troubleshooting and managing large fleets of Windows (10/11) and macOS endpoints.
Proven experience administering and leveraging a major endpoint management tool (SCCM, Intune, or JAMF).
Advanced scripting skills (e.g., PowerShell or Python) for automation and task efficiency.
Deep understanding of enterprise networking protocols, VPNs, and advanced security configurations.
Expert knowledge of Microsoft 365/Office 365 administration and advanced troubleshooting.
Soft Skills: Proven ability to lead small projects, excellent communication and documentation skills, and experience in mentorship or knowledge transfer.
Physical Requirements: Ability to lift and move computer equipment up to 40 lbs and perform cable management tasks., * Certifications: Microsoft Certified: Modern Desktop Administrator Associate (MD-100/101), ITIL Foundation, or relevant certifications in networking or security (e.g., Network+, Security+).
Experience administering virtualization technologies (e.g., VMWare Horizon, Citrix).
Direct experience with cloud identity and synchronization services (e.g., Azure AD Connect).
Experience managing executive communications and high-priority incidents.