Field support engineer

Job Title: Field Support Engineer

Job Location: Onsite- Halifax, NS, Canada

• Please note, this role is not able to offer visa transfer or sponsorship now or in the future**

We are seeking a hands-on Field Support Engineer to provide onsite and remote technical support for end-user devices, workplace technologies, Microsoft 365 services, endpoint management platforms, and Azure-based infrastructure. The ideal candidate will be responsible for delivering exceptional customer support, maintaining endpoint compliance, resolving incidents, supporting cloud services, and ensuring business continuity for office and remote users.

This role requires strong troubleshooting expertise, customer-facing communication skills, and the ability to support both operational and project-based initiatives across desktop, endpoint, and cloud environments.

In this role, you will

Field Services & End User Support

• Provide onsite and remote L1/L2 technical support for desktops, laptops, mobile devices, printers, scanners, conference room equipment, and peripheral devices.
• Diagnose and resolve hardware, software, operating system, network connectivity, and application-related issues.
• Perform device installations, relocations, upgrades, refreshes, imaging, and replacement activities.
• Deliver white-glove support to executive leadership, VIP users, and business-critical personnel.
• Support office moves, workstation setups, meeting room technology, and end-user onboarding activities.
• Coordinate with third-party vendors and OEMs for break-fix services, warranty claims, equipment repairs, and replacements.
• Maintain accurate inventory records and manage the lifecycle of IT assets from deployment through decommissioning.

Endpoint Administration & Device Management

• Support and administer Microsoft Intune and MECM/SCCM managed device environments.
• Deploy endpoint security policies, compliance configurations, and device management standards.
• Perform Windows OS deployment, provisioning, and Autopilot enrollment activities.
• Manage software installation, packaging, upgrades, and application deployments.
• Monitor endpoint health, performance, patch compliance, and security posture.
• Support BitLocker encryption, Microsoft Defender for Endpoint, and enterprise security controls.

Patching, Security & Compliance

• Deploy and validate Windows security updates and monthly patch cycles using Intune and SCCM.
• Troubleshoot patch deployment failures and implement remediation actions.
• Assist in vulnerability remediation efforts and endpoint security initiatives.
• Generate device compliance and security reports for operational and audit requirements.
• Support cybersecurity teams during security assessments, audits, and compliance reviews.
• Ensure endpoints adhere to organizational security and governance standards.

Azure & Cloud Support

• Provide operational support for Azure infrastructure services and cloud-hosted resources.
• Support Azure Virtual Machines (VMs) including provisioning, monitoring, troubleshooting, and maintenance.
• Assist with Azure Virtual Desktop (AVD) user support and administration.
• Manage user access, account administration, and identity-related tasks within Azure AD / Microsoft Entra ID.
• Support Azure networking configurations including Virtual Networks, Subnets, NSGs, VPN connections, and connectivity troubleshooting.
• Monitor Azure services using Azure Monitor and respond to alerts and operational incidents.
• Collaborate with cloud engineering teams to support infrastructure reliability and service availability.

Microsoft 365 Support

• Provide support for Microsoft 365 applications and collaboration services including Outlook, Teams, OneDrive, and SharePoint.
• Troubleshoot email, calendaring, conferencing, file-sharing, and collaboration-related issues.
• Manage user accounts, licensing assignments, permissions, and access requests.
• Support end-user adoption of Microsoft 365 tools and workplace technology solutions.
• Assist with migrations, deployments, and enhancements of collaboration platforms.

Incident, Service & Operational Support

• Handle incidents, service requests, and problem tickets through ServiceNow and other ITSM tools.
• Ensure tickets are resolved within established SLA targets and service quality standards.
• Participate in major incident response activities and escalations.
• Document troubleshooting procedures, knowledge articles, technical guides, and support runbooks.
• Work closely with infrastructure, security, network, and application support teams to resolve complex issues.
• Identify opportunities to improve service delivery, automation, and user experience.

Required Technical Skills

Endpoint & Workplace Technologies

• Microsoft Intune
• SCCM / MECM
• Windows 10 & Windows 11
• Active Directory Administration
• Group Policy Management
• Windows Autopilot
• BitLocker
• Microsoft Defender for Endpoint

Azure Technologies

• Azure Virtual Machines
• Azure Virtual Desktop (AVD)
• Azure AD / Microsoft Entra ID
• Azure Networking
• Azure Monitor
• Azure Storage

Server & Operating Systems

• Windows Server 2016 / 2019 / 2022
• Windows Desktop Operating Systems

IT Service Management

• ServiceNow
• Incident Management
• Change Management
• Problem Management
• SLA Management

What You’ll Need To Succeed (required Skills)

• 4+ years of experience in Field Services, Desktop Support, End User Computing (EUC), or Workplace Support environments.
• Strong hands-on experience troubleshooting Windows desktops, laptops, mobile devices, and peripherals.
• Experience supporting Microsoft Intune and SCCM/MECM environments.
• Working knowledge of Azure cloud services, Azure AD (Entra ID), and Microsoft 365 administration.
• Experience supporting enterprise endpoint security and patch management processes.
• Familiarity with ITIL processes and ITSM platforms such as ServiceNow.
• Excellent customer service, communication, and stakeholder management skills.
• Ability to travel locally to client sites and provide onsite technical support when required.

Preferred Skills

• Microsoft Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Azure Administrator Associate (AZ-104)
• ITIL Foundation Certification
• Experience supporting VIP/Executive users
• PowerShell scripting and automation experience
• Experience working in enterprise or managed services environments

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• Long-term/Short-term Disability
• Paid Parental Leave

Work Model

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 role requiring 5 days a week at client site in Halifax, NS, Canada.

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.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.

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.

“Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.