What are the responsibilities and job description for the Field Service Engineer position at Cognizant?
About The Role
As a Field Service Engineer, you will make an impact by supporting office and factory operations, helping ensure end-user devices, shop floor technology, printers, scanners, and conference room systems remain reliable and efficient. This role blends hands-on onsite support with incident resolution, device deployments, endpoint troubleshooting, and continuous improvement to help reduce downtime and support a strong user experience. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.
In This Role, You Will
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Fort Mill, SC.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What You Need To Have To Be Considered
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
As a Field Service Engineer, you will make an impact by supporting office and factory operations, helping ensure end-user devices, shop floor technology, printers, scanners, and conference room systems remain reliable and efficient. This role blends hands-on onsite support with incident resolution, device deployments, endpoint troubleshooting, and continuous improvement to help reduce downtime and support a strong user experience. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Manager.
In This Role, You Will
- Provide hands-on onsite support across office and factory environments for laptops, desktops, rugged factory laptops, printers, handheld scanners, conference room audio-visual devices, and related field services equipment.
- Support break/fix activities, hardware deployments, device replacements, escalations, and day-to-day onsite IT requests while helping maintain service continuity.
- Review, prioritize, update, and assign incidents and service requests through ITSM tools while supporting timely resolution and SLA expectations.
- Troubleshoot Windows 11, laptop and desktop hardware, printer issues, basic network connectivity, Wi-Fi, telephony, and audio-visual devices.
- Use tools such as SCCM, IT Shop, and Nexthink to support endpoint visibility, software support, device diagnostics, and issue resolution.
- Support incident management activities, contribute to root cause analysis for major or recurring incidents, and help identify opportunities to prevent repeat issues.
- Create and update SOPs, runbooks, and knowledge articles to improve support consistency, documentation, and knowledge sharing.
At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring 5 days a week in a client or Cognizant office in Fort Mill, SC.
The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.
What You Need To Have To Be Considered
- 2 years of experience in onsite desktop support, field services, or end-user computing.
- Experience supporting office, factory, warehouse, manufacturing, or shop floor environments.
- Strong Windows 11 support experience, including laptop and desktop troubleshooting, hardware diagnostics, break/fix support, device replacements, and deployment support.
- Experience supporting printers, including HP and Lexmark devices, as well as rugged laptops, handheld scanners, or similar operational technology devices.
- Experience troubleshooting conference room audio-visual devices, Cisco video conferencing equipment, telephony, basic networking, and Wi-Fi connectivity issues.
- Experience working with ITSM tools and following incident, request, escalation, and service resolution processes.
- Exposure to endpoint support tools such as SCCM, IT Shop, or Nexthink.
- Strong communication skills with the ability to support technical and non-technical users in a fast-paced onsite environment.
- Experience supporting factory, shop floor, warehouse, or production environments where device uptime is important.
- Experience creating or updating SOPs, runbooks, knowledge articles, or support documentation.
- Experience contributing to root cause analysis, recurring issue prevention, or service improvement activities.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.