Systems Engineer

About the Position

Systems Engineer

The Tier 1 Service Desk or Global Support Desk Analyst provides first line technical support to end users in a 24x7x365 environment. The role focuses on delivering high quality customer service, accurate incident logging, timely resolution of common IT issues, and effective escalation of complex incidents. This position supports end user computing (EUC), business applications, identity and access management, messaging, and basic infrastructure services across a global customer base.

Responsibilities

• Serve as the first point of contact for end user technical issues via phone, email, chat, and ticketing tools
• Provide first level resolution for EUC account provisioning, password resets, messaging, VPN or connectivity, and L1 business application support
• Deliver desk side or remote assistance as required
• Demonstrate strong customer service, communication, and listening skills in all interactions
• Log, categorize, prioritize, update, and close incidents and service requests accurately within defined SLAs
• Perform initial troubleshooting, root cause identification, and resolution for standard issues
• Escalate unresolved or high impact incidents to appropriate resolver groups per ITIL guidelines
• Monitor tickets through resolution and maintain ownership until closure
• Ensure accurate and complete documentation of incidents, resolutions, and workarounds
• Follow ITIL aligned incident request and escalation processes
• Maintain data confidentiality, access controls, and security practices
• Work effectively with multi-vendor resolver groups and internal support teams
• Show initiative in learning new technologies, tools, and processes
• Participate in process improvement initiatives, knowledge base updates, and operational projects when required

Requirements

• Experience: 2 to 4+ years of experience in IT Service Desk or Helpdesk or Global Support environments
• Technical Skills:
  • Ticketing tools: ServiceNow, Remedy, or equivalent ITSM platforms
  • End User Computing (EUC) and desktop support
  • Active Directory and identity management basics
  • Messaging platforms (Exchange or Outlook, Lotus Notes exposure a plus)
  • Remote support tools (e.g., Bomgar, DameWare, VNC)
  • Basic understanding of networking concepts (VPN, WiFi connectivity issues)
  • Microsoft 365 and common enterprise applications
• Core Competencies & Soft Skills:
  • Excellent verbal and written communication skills
  • Strong customer service orientation and professionalism
  • Analytical thinking and structured troubleshooting approach
  • Ability to work independently with minimal supervision
  • Confidence handling critical or high-pressure situations
  • Strong interpersonal and coordination skills

We Offer

• Competitive salary
• Opportunity to work in a dynamic and innovative environment
• Professional development opportunities
• Comprehensive benefits package

About the Company

Cognizant

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or follow us on Twitter.

Additional employment information

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 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, provincial, or local laws.