We are seeking a skilled and proactive Desktop Support Engineer (L2/L2.5) to provide end-to-end technical support for desktops, laptops, and IT infrastructure. The role involves troubleshooting, escalation management, proactive system monitoring, and collaboration with internal IT teams to ensure high service availability and client satisfaction.

Roles and Responsibilities:

• Provide L2/L2.5 level support for end-user issues via call, email, or chat.
• Troubleshoot and resolve issues related to desktop/laptop hardware, operating systems (Windows 10/11/macOS), and applications.
• Ensure timely prioritization and escalation of incidents to internal and external stakeholders.
• Act as a single point of contact for rapid restoration of normal IT services.
• Log, analyze, and resolve incidents and requests within defined SLAs.
• Perform daily proactive health checks on infrastructure and applications.
• Monitor desktop support remote network and IT infrastructure for potential issues.
• Ensure that service requests are handled and resolved by appropriately skilled teams.
• Provide support for Desktop SOE (Standard Operating Environment) across multiple platforms and applications.
• Manage asset and inventory systems, including laptop build and deployment processes.
• Work with tools such as Intune/JAMF for access management, configuration, and troubleshooting.
• Conduct routine preventive maintenance and ensure smooth operation of user systems.
• Participate in IT and business projects requiring desktop or system support.
• Collaborate effectively with internal teams to ensure seamless delivery of IT services.
• Contribute to service improvement initiatives and documentation of standard operating procedures.
• Deliver high-quality support to critical business units, including banking and high-profile clients.
• Exhibit strong professionalism and customer service skills in all interactions.

Required Skills:

• Strong knowledge of desktop/laptop hardware and desktop operating systems (Windows 10/11/macOS).
• Experience providing L2/L2.5 support in enterprise environments.
• Proficiency in remote desktop support tools and enterprise ticketing systems.
• Hands-on experience with Microsoft Intune and JAMF for device management.
• Familiarity with asset and inventory management tools.

At Cognizant you will experience an exciting mix of innovation by design, creativity, collaboration, and efficiency within a framework of stimulating objectives and a passion for delivering the best to our customers.

You will be joining a network of some of the most creative, innovative, and dedicated people in the industry with ample opportunities to learn and develop your career.

Our Associates are chosen for their attitude, skills, knowledge, and enthusiasm but above all, their belief that anything is possible.

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, colour, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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.

Disclaimer:
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an IT and business process services company providing digital strategy, consulting, enterprise modernization, cloud and more for clients globally.