Desktop Support Engineer – Onsite Role in Ciudad Juarez

About the role

We are looking for a Desktop Support Engineer to join Cognizant’s team in Ciudad Juárez. The role is 100 % onsite and involves providing both remote and on‑site assistance to ensure a secure, reliable desktop environment for all employees.

Key responsibilities

• Provide remote and onsite desktop support, resolving hardware and software incidents within defined service levels.
• Install, configure, and maintain operating systems and standard workplace applications.
• Troubleshoot laptops, desktops, peripherals, and collaboration tools, documenting each case in the ticketing system.
• Escalate complex issues to infrastructure or application teams and follow through to closure.
• Monitor endpoint performance, recommend improvements, and implement security controls such as antivirus, disk encryption, and patch deployment.
• Conduct root‑cause analysis for recurring problems and propose sustainable solutions.
• Assist with user onboarding and off‑boarding, preparing configured devices and managing access rights.

Required profile

• 2–4 years of experience in systems engineering or desktop support.
• Strong ability to explain technical topics to non‑technical users.
• Proven documentation habits, including knowledge‑base articles and incident records.
• Effective communication and customer‑service skills.

Required skills

• Windows desktop operating systems.
• Microsoft Office and common collaboration applications.
• Remote support tools (e.g., Remote Desktop, TeamViewer).
• Ticketing platforms (e.g., ServiceNow, JIRA).
• Endpoint security tools – antivirus, disk encryption, patch management.
• Basic networking – IP addressing, connectivity checks, Wi‑Fi configuration.
• Hardware troubleshooting for laptops, desktops, and peripherals.