Job Title: Helpdesk Support Engineer
Job Location: Singapore
The Helpdesk Support Engineer provides technical assistance and support to end‑users across hardware, software, network, and application issues. This role is responsible for troubleshooting, resolving incidents, and ensuring high service availability while maintaining excellent customer service standards. The engineer works closely with IT teams to escalate issues, maintain documentation, and contribute to continuous service improvement.
Key Responsibilities:
Technical Support
· Provide Level 1 / Level 2 technical support to users via phone, email, chat, or in-person.
· Diagnose and resolve issues related to:
o Windows / macOS systems
o Hardware (laptops, desktops, printers, peripherals)
o Productivity tools (Microsoft 365, Outlook, Teams, etc.)
o Network connectivity (Wi-Fi, VPN, LAN)
o Standard business applications
· Perform remote troubleshooting using approved support tools.
Incident & Request Management
· Log, classify, and prioritize incidents and service requests in the IT ticketing system.
· Follow standard operating procedures (SOPs) and SLAs to ensure timely issue resolution.
· Escalate complex issues to higher-level support teams when necessary.
User Administration
· Manage user accounts and access permissions in Active Directory, Azure AD, M365, etc.
· Support device onboarding/offboarding including configuration and decommissioning.
· Assist with password resets, MFA support, and security policy enforcement.
System Maintenance & Setup
· Install, configure, and update software, OS patches, and drivers.
· Support device imaging, asset tagging, and inventory maintenance.
· Ensure compliance with IT security guidelines and company policies.
Documentation & Reporting
· Maintain accurate documentation for common issues and resolutions (knowledge base).
· Prepare periodic reports on ticket closure, repeated issues, and user feedback.
· Suggest improvements to processes and support workflows.
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
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. Learn how Cognizant helps clients lead with digital at www.cognizant.com
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, state or local laws.
Disclaimer:
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.