EUC Field Service Engineer

  • Job type

  • Location

  • Profession

  • Industry

    Technology & Internet Services
  • Pay

  • Closing date

    31 May 2024

EUC Field Service Engineer – Contract - Austin, TX – $60.00-$65.00/hr

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Visa sponsorship not available.

Cognizant is seeking an EUC Field Service Engineer in Austin, TX.

Role Description

Contracting at Cognizant will see you working with the world’s leading companies to improve everyday life. Unlike many IT gigs, Cognizant’s unique consultative approach will see you help clients envision, build and run more innovative and efficient businesses with the latest tech, not just deliver a standard project.

Headquartered in the U.S., Cognizant serves 177 of the Fortune 500, and has enjoyed consecutive years of growth, so you’ll never be short of finding your next gig with them. Plus you’ll enjoy many of the perks you’d expect from one of the most admired companies in the world.

Skills & Requirements

• Participate in EUC Field Service transition activies

• Assit and be part of Knowledge gatherting and documentation from External Customers and/or Incumbents

• Analysis of Service provision and resourcing based on SLA's, Assets, Call Volumes, Site criticality and customer requirements.

• Due Diligence with customer prior to RFP & BAFO submissions.

• Attend Customer agreed locations to collect all customer processes relating to current delivery of Services around EUC & Field Services.

• Create Process Document of current service for the customer and Partner.

• Work closely with our Third Party Partner

• Understanding of Desk side Support duties and process

• Strong understanding of Break-Fix, Service Requests, IMAC, Incident, Problem, Configuration management and processes within ITIL.

• Active management and coordiantion of workload in the region

• Review of open and assigned tickets as directed by the tower lead

• Assist delivery lead in revewing and verifying vendor invoices of hardware assets

• Strong understanding and skills in SLA, KPI Management

• Should have knowledge on Service Desk operation and tools

• Good knowledge of ticketing tools (preferably Service Now)

• Understand Service Desk Ticket concepts in Categorization, Priorities, Work Flows for all different types of calls such as Break-Fix, IMAC, Service Request, Problem, Change Management etc.

• Should have knowledge on MS Office and Teams

• Intermediate level knowledge of SCCM / Desktop Central, Intune, Printer Configuration, Imaging Machines, Triaging Breakfix issues

• Taking ownership of issues through to resolution on all appropriate requests.

• This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

• Good understanding of End User Computing IT infrastructure Devices to enable understanding of process and requirements - Desktops, Laptops, Printers, Handhelds, Smartphone etc.

• Good understanding of skills in Microsoft Windows & MAC desktop operating systems and business productivity applications ie Office. Again this is to enable understanding of process and requirements when assessing and collecting process requirements and relaying them.

• Effective communication in English mandatory, any local languages or one of European Language is favorable.

• Ability to interact with customers so as to ensure that the service is polite, efficient and responsive

• Knowledge of in outsourcing and managed services

• Highly proactive solution driven approach

• Expert in escalation management

• Strong Interpersonal skills and customer Relationship skills

• Problem solving and root cause analysis

• Networking and building relationships (internal and external)

• Being visible to customer and internal teams.

• Experience in manufacturing/factory service delivery desirable

• ITIL professional is a big plus

• Good mix of Transition (External customer), Delivery and project experience in EUC and FSO environment.

• Candidate should have good understanding of Desk side desktop support including incident/request, and break fix

• Should have very strong written and oral communication skills

• Flexibility with respect to time - client deliverables need to be met with a Can do attitude

• Excellent problem solving/quantitative/analytical skills

• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

• Location of work will be the client offices in the respective geography/location. Flexibility in relocation based on job requirements will be desired.

• Minimum Bachelor’s or technical degree

• ITIL certification desirable

• MS and other technical certifications advantageous

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

As Cognizant’s chosen recruitment partner we have this role exclusively, so you will work with a professional recruiter who has intimate knowledge of Cognizant, the role, the Information Technology industry and market trends. Your Hays recruiter will lead you through a thorough screening process to understand your skills, experience, needs, and drivers and so can keep you in mind when future gigs like this come up with Cognizant. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.


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