Description

About the role

As an End User Computing Support Engineer, you will make an impact by keeping enterprise workplace technology running smoothly - resolving incidents, deploying devices, and ensuring secure, reliable connectivity across multiple customer sites. You will be a valued member of the End-User Computing and Infrastructure Support team and work collaboratively with Network, Security, and Application teams to deliver consistent, high-quality technical support.

In this role, you will:

• Provide Level 2/3 support for desktops, laptops, mobile devices, printers, servers, and network equipment, diagnosing and resolving issues across operating systems, user access, applications, hardware, and connectivity.
• Support enterprise networking and cloud-management environments, including LAN/WAN, TCP/IP, DNS, DHCP, VLAN, Wi-Fi, and Cisco Meraki, and investigate routing, firewall, and application-access issues in coordination with Network, Security, and Application teams.
• Administer and support core Microsoft and virtualization platforms, including Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft Configuration Manager, Remote Desktop, and Citrix.
• Manage incidents, service requests, and changes through ServiceNow in line with agreed service levels, and carry out device deployment, configuration, patching, software rollout, endpoint security remediation, and asset lifecycle activities.
• Coordinate onsite activities, technology rollouts, and user training while maintaining accurate technical documentation, asset records, and knowledge articles, and keeping stakeholders informed.

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring 5 days a week in a client office in Mango Hill, Queensland. 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.

What you need to have to be considered

• Strong knowledge of Windows desktop operating systems, endpoint hardware, and enterprise workplace support.
• Working knowledge of TCP/IP, DNS, DHCP, VLANs, Wi-Fi, LAN/WAN, routing, and firewall concepts, including experience supporting Cisco Meraki networking and troubleshooting endpoint connectivity.
• Experience with Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft Configuration Manager, Remote Desktop, and Citrix.
• Practical understanding of ITIL-based incident, request, problem, and change management processes, with experience using ServiceNow or a comparable IT service management platform.
• Strong troubleshooting and root-cause analysis skills, with clear verbal and written communication across technical teams, managers, and customers.

These will help you stand out

• Experience with Apple Business Manager and mobile device support.
• Ability to explain technical issues in simple business language for non-technical stakeholders.
• Strong customer-service focus, ownership, and attention to detail.
• Ability to prioritize competing tasks and work independently across multiple sites.
• Willingness to support planned after-hours activities and travel between customer sites when required.

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.