Field Support / Onsite Support Analyst

Field Support / Onsite Support Analyst

As a Field Support / Onsite Support Analyst, you will make an impact by ensuring reliable, high-quality end-user support and onsite technology operations across a complex and highly regulated environment. You will be a valued member of the onsite IT support team, collaborating closely with infrastructure teams, engineering groups, and external vendors to keep critical systems running smoothly.

In this role, you will:

• Deliver onsite break-fix and end-user support for Windows devices, peripherals, mobile devices, and specialized operational equipment.
• Install, configure, and troubleshoot hardware, software, applications, and mobility solutions across desktops, laptops, and endpoint devices.
• Provide smart-hands support for infrastructure tasks, including rack-and-stack activities, cable patching coordination, and vendor access to communication rooms and data-center areas.
• Support basic network connectivity activities, including LAN, Wi-Fi, video conferencing, printing, and voice systems.
• Manage IT asset lifecycle activities for the location—secure storage, labeling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.

Work model:

Based on this role's business requirements, this is an onsite position requiring 5 days per week at the designated location.

What you need to have to be considered:

• 2+ years of experience providing deskside or field support services.
• Strong troubleshooting and analytical skills across Windows OS, MS Office, and O365.
• Hands-on experience with hardware and software installation, configuration, and break-fix activities.
• Working knowledge of SCCM (2012+), basic networking fundamentals, compute/storage concepts, and telecom basics.
• Experience providing mobility support and advanced familiarity with MacOS/iOS administration.
• Ability to work with policy, certificates, and endpoint keychain management.
• Strong communication and customer service skills with the ability to collaborate across teams.
• Diploma or degree in IT or a related field.
• ITIL certification or equivalent (preferred).
• Required language proficiency: Basic / Intermediate.

These will help you stand out:

• Experience supporting manufacturing, lab, or distribution center IT systems.
• Familiarity with GMP/GxP environments, clean-room operations, and specialized shop-floor devices (e.g., rugged tablets, Zebra scanners, manufacturing-line PCs).
• Knowledge of data-center shutdown/maintenance activities and power-down procedures.
• Advanced troubleshooting capabilities, including collaborating with OEMs or higher-level support teams.
• Experience with data-preservation or migration-related collection activities.

Analista de Soporte en Campo / Soporte Onsite

Como Analista de Soporte en Campo / Soporte Onsite, tendrás un impacto directo garantizando operaciones tecnológicas confiables y un soporte presencial de alta calidad para los usuarios finales en un entorno altamente regulado. Serás un miembro clave del equipo de soporte onsite, trabajando de manera colaborativa con equipos de infraestructura, ingeniería y proveedores externos para asegurar la continuidad de los servicios tecnológicos del sitio.

En este rol, tú:

• Brindarás soporte presencial de break-fix y atención a usuarios finales para dispositivos Windows, periféricos, dispositivos móviles y equipos especializados de operación.
• Instalarás, configurarás y solucionarás problemas de hardware, software, aplicaciones y soluciones de movilidad en desktops, laptops y otros endpoints.
• Proporcionarás soporte "smart hands" para actividades de infraestructura, incluyendo rack-and-stack, coordinación de cableado y acceso a proveedores en salas de comunicaciones o áreas de data center.
• Brindarás soporte básico de conectividad de red (LAN, Wi‑Fi), videoconferencia, impresión y sistemas de voz.
• Gestionarás el ciclo de vida de activos de TI del sitio: almacenamiento seguro, etiquetado, imaging, asignación, recuperación, validación de higiene, disposición y actualización del sistema.

Modelo de trabajo:

Según los requisitos del rol, esta posición es 100% onsite, de lunes a viernes, en la ubicación asignada.

Lo que necesitas para ser considerado:

• Más de 2 años de experiencia brindando soporte en campo o soporte presencial (deskside).
• Fuertes habilidades de diagnóstico y resolución de problemas en sistemas operativos Windows, MS Office y O365.
• Experiencia práctica en instalación, configuración y break‑fix de hardware y software.
• Conocimientos de SCCM (2012+), redes básicas, telecomunicaciones y fundamentos de cómputo/almacenamiento.
• Experiencia brindando soporte de movilidad y conocimientos avanzados en administración de MacOS/iOS.
• Capacidad para trabajar con políticas, certificados y administración de keychains en endpoints.
• Excelentes habilidades de comunicación y enfoque al cliente.
• Diplomado o título universitario en IT o área relacionada.
• Certificación ITIL o equivalente (deseable).
• Idioma inglés: nivel intermedio (requerido).

Lo que te hará destacar:

• Experiencia brindando soporte en entornos de manufactura, laboratorio o centros de distribución.
• Familiaridad con ambientes GMP/GxP, salas limpias y dispositivos de operación en piso de producción (tabletas robustas, escáneres Zebra, PCs de línea, etc.).
• Conocimiento de actividades de mantenimiento en data centers, incluyendo procedimientos de apagado programado.
• Habilidades avanzadas de resolución de problemas, trabajando en conjunto con OEMs o equipos de soporte de nivel superior.
• Experiencia en actividades de preservación de datos, migraciones o colecciones relacionadas con eDiscovery.

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.

Other employment-related information 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.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.