Desk Side Support Engineer at Cognizant in BROOKLYN, New York

Posted in Information Technology 3 days ago.

Type: Full-Time

Job Description:

Roles & responsibilities:

•    Configure, troubleshoot, isolate, repair, and resolve all customer desktop issues including desktop/laptop hardware and software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals and other desktop related equipment

•    Troubleshoot and repair desktop computers to ensure they interconnect seamlessly with multiple systems including network drives and all business productivity applications

•    Consistently meet Service Level Agreements

•    Communicate directly with customers via phone, e-mail and remote diagnostics to identify, reproduce and resolve customer reported issues 

•    Train users by instructing them on the technical aspects and use of standard software packages and/or hardware peripherals.

•    Work independently to troubleshoot all support requests and follow escalation policies

•    Responsible for computer hardware builds and maintaining inventory for computers ready to deploy

•    Provide support to all business users

•    Establish and maintain a positive professional relationship with users and clients

•    Participate in testing, documentation and implementation of assigned projects

•    Responsible for tracking software and hardware inventory per company policies

•    Participates in after hours on call rotation 

•    Support tactical and strategic goals of the Team 

•    Additional duties as and when required

Required skills:

•    Desktop operation and support - Installation, configuration, administration and maintenance of ongoing usability of desktop, computers, peripheral equipment and software within established standards and guidelines; Works with vendor support contacts to resolve technical problems with desktop computing equipment and software; Recommends and / or performs upgrades on systems to ensure longevity; Works with procurement staff to purchase hardware and software; Assesses functional needs to determine specifications for purchases; Orders computer supplies.

•    Windows Administration - Terminal Services, Active Directory, Group Policy and tools from2008, and 2012 server, DFS Service

•    Operating Systems – Windows 7 to 8.1 and Windows 10 (preferably)

•    Windows Imaging - SCCM 2012, MDT, WDS

•    SCCM – Operating system deployments, Application and Security Patch Deployment, Troubleshooting

•    Office Suites - Microsoft Office Suite - Office, Word, Access, Excel, and PowerPoint, Office 365

•    Good knowledge on ticketing and monitoring tools (preferably service now)

•    Good knowledge on ITIL Processes

•    End User computing skills – troubleshooting issues with desktops, laptops, Tablets, Printers etc.

Desired skills:

•    Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.

•    Must have good team spirit and coordinate skills in onsite-offshore model and client and vendor environment.

•    Ability to demonstrate without supervision. 

•    Ability to prioritize, manage and perform under pressure to meet SLA’s. 

•    Excellent knowledge of Customer Service best practice. 

•    Willing to work flexibly and with enthusiasm. 

•    Ability to thrive in a fast paced, rapid changing environment

•    Stays up to date with current technologies related to Network operations and Desktop Administrations and ITIL. 


Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd.
1 Field Services PL1 Required


* Proficiency Legends

Proficiency Level Generic Reference
PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.