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Deskside Support Engineer

Responsibilities Perform Level 2 deskside troubleshooting, incident management, and user support in line with defined SLAs Provide technical support for desktops, laptops, mobile devices, printers, peripherals, and related infrastructure Diagnose, reproduce, and resolve end-user technical issues across hardware, software, and connectivity Deliver user guidance and training to improve effective and secure use of IT equipment Log incidents, root causes, and resolutions accurately for knowledge sha

Cognizant - Hong Kong - Full time

Salary: Competitive

Responsibilities
  • Perform Level 2 deskside troubleshooting, incident management, and user support in line with defined SLAs
  • Provide technical support for desktops, laptops, mobile devices, printers, peripherals, and related infrastructure
  • Diagnose, reproduce, and resolve end-user technical issues across hardware, software, and connectivity
  • Deliver user guidance and training to improve effective and secure use of IT equipment
  • Log incidents, root causes, and resolutions accurately for knowledge sharing and reporting
  • Support incidents and service requests via phone, chat, email, and ticketing systems
  • Coordinate with Level 1 support teams to ensure timely ticket resolution and escalation
  • Create, update, and escalate tickets to local or global IT teams when required
  • Manage IT hardware assets including installation, relocation, upgrades, disposal, and inventory tracking
  • Maintain accurate device records in the hardware management system
  • Operate, test, and troubleshoot AV and conference room systems for meetings and events
  • Perform basic network support tasks including router and switch configuration, cabling, and rack-and-stack activities
  • Provide smart hands support for global network teams, including device setup and physical access tasks
  • Perform ad-hoc technical support, including work outside standard business hours and travel to other sites as required
Qualifications and Skills
  • Bachelor's degree in any discipline
  • Strong deskside or onsite support experience
  • Good experience supporting desktop and laptop PCs, mobile devices, and peripherals
  • Good experience supporting video conferencing and meeting room technologies
  • Strong troubleshooting and problem-diagnosis skills across hardware and software environments
  • Good understanding of incident, request, and ticket management processes
  • Experience coordinating with multiple IT teams across local and global environments
  • Good knowledge of IT hardware asset management and inventory processes
  • Basic networking knowledge including routers, switches, and cabling
  • Ability to support AV, unified communications, and conference room systems
  • Good communication skills with the ability to support and guide end users
  • Flexibility to work outside regular business hours and travel when required
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