Deskside Support Engineer(Level 3 Support)

This is an excellent opportunity for Deskside Support (Level 3 Support) 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.

Key Responsibilities
Advanced Support & Problem Management (Tier 2/3)

• 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.

Endpoint & Systems Management

• 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.

Project Leadership & Infrastructure

• 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.

Mentorship & Knowledge Transfer

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

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.