Systems Engineer

About the role

As a Systems Engineer, you’ll make an impact by providing frontline technical support to ensure reliable technology operations and seamless end-user experience. By diagnosing and resolving hardware, software, and connectivity issues, this role minimizes disruption to business activities and supports efficient IT service delivery. You’ll work closely with internal IT teams to maintain system stability and timely issue resolution. You will be a valued member of the Cloud Infrastructure and Security team and work collaboratively with the Infrastructure Specialist.

• Respond to end‑user support requests via phone, email, and web‑based channels.
• Log, prioritize, and manage incidents and service requests within the help desk ticketing system.
• Troubleshoot hardware, software, and connectivity issues across desktops, laptops, and enterprise applications.
• Guide users through troubleshooting steps and provide clear resolutions.
• Escalate complex issues to appropriate support teams and maintain communication with users on ticket status.
• Administer user accounts including account creation, password resets, and access permissions.
• Support desktop and laptop imaging, configuration, and deployment.
• Document incidents, troubleshooting steps, and resolutions in the help desk system.
• Collaborate with internal IT teams and resolver groups to ensure timely issue resolution.
• Follow help desk procedures and contribute to knowledge sharing and process improvements.

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work‑life balance through 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 Mesa, AZ. 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.

• 1+ years of experience in a 24×7 service desk or technical support environment, preferably in a voice‑based support role.
• Experience troubleshooting desktop operating systems and business applications such as Microsoft Office, Adobe, Apple, or Google tools.
• Knowledge of VPN connectivity and remote access troubleshooting.
• Understanding of internet connectivity and wireless networking issues.
• Experience supporting Outlook/Exchange or Lotus Notes environments.
• Working knowledge of Active Directory including user account management and password resets.
• Experience with remote support tools such as Bomgar, Log Me In , or Team Viewer.

• Familiarity with Citrix or virtual desktop environments.
• Experience working with ticketing platforms such as Service Now or Remedy.
• Strong troubleshooting, communication, and customer support skills with the ability to explain technical concepts to non‑technical

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.

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