Support Engineer- Onsite in Irvine - CA USA

End User Computing Field Services Engineer

Cognizant's Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

LOCATION: Irvine - CA USA

Key

Deliver high-quality on-site IT services by ensuring timely issue resolution, proactive maintenance, and adherence to IT best practices. Enhance user satisfaction and operational excellence across the organization.

Responsibilities

Provide IT support across a wide range of client activities.

Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.

Manage the ServiceNow ticket queue by reviewing open tickets and following approved ticket workflows.

Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.

Support the full lifecycle of end-user devices, including imaging, deployment, inventory tracking, and disposal.

Deliver 'White Glove' service to users, even in high-pressure situations.

Work effectively in a project-based environment that requires flexibility and strong teamwork.

Perform other duties as assigned by the End-User Computing (EUC) Manager.

Knowledge

Strong understanding of deskside support operations and key ITSM concepts such as incident management, service request management, categorization, and prioritization.

Proficient in ServiceNow ticket workflows for both incidents (break & fix) and service requests (e.g., laptop provisioning: 'Check Inventory', 'Image and Deploy').

Intermediate knowledge of core infrastructure components such as Domain Controllers, Active Directory, Group Policies, DHCP, DNS, and related technologies.

Technical Skills

Proficiency in Windows 11 and Microsoft Office 365 (Outlook, Teams), including installation, initial configuration, and basic support.

Standard endpoint management experience using Microsoft Intune or Active Directory.

Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.

Basic to intermediate troubleshooting skills with Linux systems.

Experience supporting audio/visual (A/V) equipment in conference room environments.

Strong problem-solving skills including root cause analysis (RCA).

Business Skills

Ability to interact with customers politely, professionally, and efficiently in all situations.

Strong interpersonal skills with the ability to build and maintain business relationships across the organization.

Visible and approachable for both customers and internal IT support teams.

Effective verbal and written communication skills in English (mandatory).

Skills, Experience and Qualification Required for the Position

Strong understanding of deskside support, IT service delivery and project work within End-User Computing (EUC) or Field Support Operations (FSO) environments.

Proficient in Windows 11, Microsoft Office 365, and endpoint management tools (e.g., Microsoft Intune, Active Directory); Linux knowledge is also required.

Strong attention to detail and organizational skills, essential for maintaining accurate laptop inventory.

Ability to provide consistent, high-quality customer support across a diverse user base, including various personality types and management levels (e.g. C-suite executives).

Experience providing IT support to manufacturing sites (factories) is desirable.

Flexible and adaptable, with a proactive 'can-do' attitude to meet client deliverables and timelines.

The primary work location will be the client's office in the designated area.

Occasional business travel may be required.

Bachelor's degree or technical diploma in a relevant field is desirable.

Microsoft and other technical certifications are considered an advantage.

ITIL certification is desirable.

Benefits:

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

The annual salary for this position is between $50,000 to $59,000 + Cost of living allowance + Bonus depending on experience and other qualifications of the successful candidate.

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. Eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital.

Other employment-related information

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.