Field Services Engineer

4 weeks ago

Leeds, United Kingdom Cognizant Full time

This is an excellent opportunity for Field Service Engineer Role professionals to be part of leading-edge technology projects. Cognizant’s Cloud, Infrastructure & Security Services Practice provides end-to-end solutions covering architecture, design, implementation, management, and on-going support across the entire enterprise technology infrastructure. Our services include a spectrum of management, consulting, and systems integration services to help our clients maximize value in their infrastructure resources, while optimizing infrastructure performance and cost.

Responsibilities:

  • To Serve as the first point of contact for customers seeking technical assistance in person at support locations.
  • To Provide Level 2 support to IT users for basic software and hardware of end-user computing and desktop-based LAN systems.
  • Provides technical advice, guidance and informal training using hardware and software programs.
  • Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
  • Develops an understanding of appropriate procedures, policies, practices, and systems.
  • Maintains a knowledge database to enhance quality of problem resolutions.
  • To Provide a high level of customer service to users seeking problem resolution.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in internal ticketing systems.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking.
  • Handle IMAC requests and support customers in nearby customer building through schedule.
  • Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.
  • Troubleshoot and fix Printer issues connected to Client network.
  • Co-ordinate with Third party vendors to replace parts (or) fix issues with hardware.
  • Performed Asset management HAM & SAM.
  • Proficient in end-user network troubleshooting tools and practices.

Requirements

  • Proven experience as a help desk technician or IT support technician
  • Strong understanding and troubleshooting resolution skills of computer systems, mobile.
  • devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows, and Linux operating systems.
  • Ability to diagnose and resolve basic to moderately complex end-user technical issues.
  • Proficiency in English, excellent task management, verbal, and written communication skills
  • Customer-oriented technical professional.
  • Technical support professional with experience in the IT technical support field focused on end-user support.
  • Flexible, able to multitask, and prioritize reported issues.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.

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