Onsite Support Services Engineer

Field Services Engineer

The Field Services Engineer plays a critical role within the team, actively collaborating with colleagues to share knowledge, resolve complex issues, and contribute to projects. This position requires the ability to assess priorities based on business impact, deadlines, and associated risks, ensuring timely and effective delivery of infrastructure solutions that support organizational objectives.

Position responsibilities:

• Act as the single point of contact for IT and OT support across manufacturing, network, applications, HMI connectivity, printers, scanners, and cybersecurity.
• Coordinate with project staff and other service providers to ensure seamless connectivity to customer's network, including LAN access, email replication, and server applications.
• Perform hardware installation and configuration for IT and OT equipment.
• Adhere to Incident Management and Request Fulfillment processes.
• Investigate, diagnose, and resolve Level 2 incidents; escalate unresolved issues as per SLA.
• Track and report incident status, ensuring timely communication and resolution.
• Execute Install, Move, Add, Change (IMAC) requests, including pre-work, installation, testing, and user orientation.
• Maintain accurate asset inventory in CMDB, perform audits, and manage lifecycle activities from procurement to disposal.
• Conduct daily stand-ups, weekly reviews, and quarterly audits for compliance and continuous improvement.
• Provide KPI tracking, CSI plans, and monthly trend analysis using AI-driven analytics.
• Deliver hands-on support for LAN/Wi-Fi infrastructure, server rooms, and data center operations.
• Troubleshoot network-attached and locally attached devices, handheld devices, and shop floor equipment.
• Ensure adherence to Customer's security, compliance, and safety guidelines, including PPE requirements.
• Provide training and maintain compliance reports.
• Manage Azure AD objects, including creation, modification, troubleshooting, and periodic audits.

Education:

• Bachelor's degree, or at least 3 years of relevant working experience as Field Services Engineer

Required Skills, Knowledge & Abilities:

• Technical Expertise
• Strong troubleshooting skills for IT/OT systems, network infrastructure, and manufacturing devices.
• Proficiency in LAN/Wi-Fi diagnostics, server operations, and hardware/software installation.
• Familiarity with Active Directory and Azure AD object management.
• Process & Governance
• Knowledge of ITIL processes (Incident, Request, Change, Knowledge Management).
• Experience with CMDB tools (preferably ServiceNow) and asset lifecycle management.
• Analytical & Automation
• Ability to leverage analytics and automation tools for proactive support and trend analysis.
• Competence in identifying process inefficiencies and implementing improvements.
• Communication & Collaboration
• Strong coordination skills with cross-functional teams, OEMs, and third-party vendors.
• Effective reporting and documentation capabilities.
• Compliance & Safety
• Understanding of security protocols, compliance standards, and factory safety requirements.

Preferred Qualifications:

• Experience in manufacturing IT environments.
• Familiarity with barcode scanners, industrial printers, Digi Port servers, and shop floor systems.
• Bilingual capability: Fluency in both English and Japanese (N1/N2 level)

Beneficial Skills, Knowledge & Abilities (Good To Have):

• Knowledge of/experience with Cisco Meraki
• Knowledge of/experience with Amazon Web Services (AWS)
• Service Now ticketing tool experience
• Manufacturing domain experience

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

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.