Field Services Engineer Lead

Description - External Location: Portland, Oregon (ONSITE) Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future. About Cognizant’s CIS Practice: Cognizant’s CIS (Cognizant Infrastructure Services) Practice is a global leader in providing IT infrastructure services. We deliver innovative solutions to optimize and transform IT infrastructure, ensuring business agility and operational efficiency. Our services include cloud computing, data center management, network services, and cybersecurity. We focus on understanding client needs and delivering customized solutions to drive business success. We are seeking a Field Services engineer Lead with 4-7 years of onsite desktop support experience across office and factory environments. The role covers break/fix and deployment support for laptops/desktops, rugged factory laptops, printers, handheld scanners, and conference room A/V devices. The technician will execute incidents/requests via ITSM processes, leverage tools like IT Shop, SCCM, Nexthink for endpoint visibility, and apply strong Windows plus basic networking troubleshooting to restore services quickly. In this role, you will: Provide hands‑on onsite support (break/fix, deployments, escalations) for laptops/desktops, rugged factory devices, printers (HP/Lexmark), handheld scanners, and conference room A/V systems. Monitor ticket queues and assign tickets through ITSM tools; Perform incident management, RCA for major incidents , and drive issue prevention. Create and maintain SOPs, runbooks, and knowledge articles . Utilize tools such as SCCM, IT Shop, and Nexthink for endpoint visibility and support efficiency. Apply strong Windows troubleshooting skills and basic network diagnostics to restore services quickly. What you’ll need to succeed (required skills): Possess a degree in computer science information technology or a related discipline or equivalent practical experience with enterprise end user environments Demonstrate hands on expertise in administering Nexthink including creating dashboards building metrics and leveraging analytics to drive proactive incident prevention Apply strong knowledge of Windows desktop operating systems including configuration group policies patching procedures and troubleshooting methodologies Show practical experience in enterprise networking concepts such as IP addressing DNS DHCP and basic routing as they relate to desktop connectivity and performance Exhibit proven capability in desktop support including hardware diagnostics software installations profile management and resolution of complex user issues Manage tasks independently within defined processes prioritize work based on business impact and consistently meet service level expectations This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits: Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. #J-18808-Ljbffr Cognizant