Systems Engineer

We are seeking a customer-focused and technically proficient Systems Engineer / Deskside Support Engineer to provide frontline IT support services to end users. The ideal candidate will serve as the primary point of contact for technical support requests, delivering exceptional customer service while troubleshooting hardware, software, network, and AV-related issues. This role requires hands-on experience supporting enterprise IT environments, managing technology assets, and ensuring timely resolution of incidents and service requests.

In this role, you will

• Serve as the primary point of contact for IT support requests through walk-up, phone, email, chat, and remote support channels, ensuring a high-quality customer experience and timely issue resolution.
• Troubleshoot, diagnose, and resolve end-user hardware, software, operating system, application, mobile device, and peripheral-related issues within established service level agreements (SLAs).
• Manage and prioritize multiple incidents, service requests, and user inquiries simultaneously while adhering to defined SOPs, support processes, and IT service management best practices.
• Provide technical guidance and user education on IT products, services, systems, and tools, enabling users to effectively utilize technology resources.
• Escalate complex or unresolved technical issues to appropriate support teams, vendors, or engineering groups, ensuring timely follow-up and closure.
• Maintain accurate and detailed documentation of incidents, requests, troubleshooting activities, asset records, customer communications, and resolution outcomes within ticketing systems.
• Support the complete IT asset lifecycle, including device deployment, desk setup and collection, inventory tracking, shipping and receiving, audits, asset reconciliation, smart lockers, IT vending machines, and printer support.
• Deliver Level 1 Audio-Visual (AV) support for conference rooms, collaboration spaces, video conferencing solutions, and event technologies, including setup, troubleshooting, and user assistance.
• Perform end-user network troubleshooting for wired and wireless connectivity issues using standard diagnostic tools and established support methodologies, escalating infrastructure-related issues when required.
• Manage operational and logistics activities, including supply ordering, storage management, inventory audits, helpdesk operations, and continuous process improvement initiatives to enhance service efficiency and customer satisfaction.

• 2+ years of experience in Deskside Support, IT Service Desk, or End User Computing Support.
• Hands-on experience supporting Windows operating systems and desktop/laptop hardware.
• Strong troubleshooting and problem-solving skills across hardware, software, and network issues.
• Experience working with ITSM tools and ticket management systems.
• Knowledge of incident, request, and escalation management processes.
• Experience with asset management, inventory control, and logistics support.
• Familiarity with printer setup, configuration, and troubleshooting.
• Knowledge of Audio Visual (AV) and video conferencing technologies.
• Understanding of networking fundamentals including TCP/IP, VPN, DNS, and wireless connectivity.
• Excellent customer service, communication, and interpersonal skills.

Preferred Skills

• Experience supporting Mac OS devices.
• Mobile Device Management (MDM) experience.
• Experience supporting enterprise collaboration platforms and conferencing technologies.
• Familiarity with Salesforce or similar service management platforms.
• Knowledge of ITIL Service Management best practices.
• Experience in large enterprise or managed services environments.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Work model:

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 role requiring 5 days a week at client site in Montgomery, AL, USA.

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.