Deskside Support Engineer

Cognizant Hong Kong

Posted 6 days ago Permanent Competitive

Responsibilities

Provide onsite deskside support for end users, including hardware, software, operating system, peripheral, printer, mobile device, and connectivity troubleshooting

Own incidents and service requests from logging through resolution, ensuring accurate ticket updates, user communication, and SLA-aligned follow-up

Install, configure, image, deploy, validate, repair, replace, and decommission laptops, desktops, mobile devices, applications, drivers, and related end-user equipment

Support onboarding and offboarding activities, including device setup, account provisioning support, appointment-based onsite assistance, and hot swap replacement devices when required

Troubleshoot Microsoft 365 applications, collaboration tools, remote access solutions, conferencing systems, meeting room panels, audio-visual equipment, and video conferencing suites

Coordinate with service desk, infrastructure, network, cross-functional IT teams, third-party vendors, and client support organizations to resolve technical issues

Provide Smart Hands support for infrastructure activities, including server, storage, network equipment, cloud service, network, compute, and vendor-assisted support tasks

Maintain IT documentation, SOPs, knowledge articles, monitoring updates, inventory records, customer location survey information, and equipment details

Support software patching, hardware upgrades, device compliance configuration, access management software setup, VPN configuration, and approved application deployment

Participate in local IT projects, lifecycle management, technology refresh, business continuity, live event support, and meeting room setup activities as required

Qualifications and Skills

Experience in deskside support, field services, onsite support, desktop support, or end-user technology support

Good knowledge of Windows operating systems, desktop troubleshooting, device imaging, Windows upgrades, hardware troubleshooting, and peripheral support

Experience supporting Microsoft 365 applications and collaboration tools, with familiarity in Exchange, Intune, Microsoft Office, Adobe Creative Cloud, Teams, or similar user productivity applications where applicable

Familiarity with Active Directory, VPN, network connectivity troubleshooting, networking fundamentals, and endpoint access configuration

Experience using an IT service management or ticketing tool such as ServiceNow or a similar platform

Understanding of SLA-driven support, ITIL-based service delivery, incident handling, escalation, documentation, and prioritization based on business impact

Strong communication skills, customer service mindset, attention to detail, ownership, accountability, and ability to work under pressure

Good spoken and written English

Candidates with exposure to one or more of the following technologies or environments will have an advantage:

Knowledge of Windows Server solutions or roles, switches, routers, access points, servers, Cisco Meraki devices, or basic infrastructure support

Experience with Microsoft Intune, SCCM patching, endpoint software deployment, encryption, authentication, VPN configuration, or access management software

Experience supporting VDI or Citrix virtual desktop environments

Experience supporting meeting rooms, video conferencing, telepresence, audio-visual equipment, live events, VIP support, or walk-up support services

Exposure to RF guns, barcode scanners, label printers, networked printers, MFDs, mobile devices, or other specialized workplace technology

Knowledge of Amazon Web Services, local vendor coordination, asset decommissioning, equipment surveys, inventory, SOP creation, or knowledge article creation

Exposure to logistics, BFSI, asset management, or enterprise corporate environments

Willingness to travel between hub and spoke sites or support nearby client locations where required

Job ID 47558

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