IT Infrastructure Engineer📣 Job Ad

About the Role

Cognizant is seeking an IT Infrastructure Engineer to join our team in Riyadh, Saudi Arabia. This full-time position is central to driving robust IT service management and enhancing the end-user experience across a hybrid work model for a large multinational organization. The role requires 5-10 years of experience in IT infrastructure.

Role Purpose and Scope

The IT Infrastructure Engineer will focus on optimizing key technologies and processes, including Nexthink, ServiceNow, Windows environments, networking, and remote desktop support. This involves ensuring reliable services, seamless incident resolution, and continual improvement for global employees, while aligning with business objectives and compliance standards. The specialist will play a critical role in maintaining consistent quality and reliability of IT services.

Key Responsibilities

• Manage end-user service delivery across hybrid work environments by monitoring incidents, requests, and trends.
• Coordinate complex incident and request handling through structured IT service management practices, ensuring timely resolution and clear communication.
• Optimize Nexthink-based endpoint analytics by identifying behavior patterns, performance bottlenecks, and user experience issues, then driving targeted remediation.
• Configure and maintain ServiceNow workflows for incident, request, problem, and change management, ensuring process compliance and effective automation.
• Maintain secure and stable Windows-based client environments by applying standard configurations, patching schedules, and policy controls.
• Troubleshoot remote desktop support issues including operating system errors, application malfunctions, and configuration conflicts.
• Diagnose and resolve network connectivity problems affecting end users across wired and wireless channels, focusing on root cause analysis.
• Develop and refine runbooks, knowledge articles, and support documentation to enable consistent service desk operations and self-help resources.
• Collaborate with cross-functional technology teams to assess infrastructure changes and coordinate smooth transitions.
• Analyze service performance metrics from Nexthink and ServiceNow dashboards, producing actionable insights for capacity planning and process optimization.
• Implement standard IT service management controls for incident prioritization, escalation paths, and major incident management.
• Engage with business stakeholders to gather feedback on service quality and ensure technology solutions support organizational objectives.
• Drive small-scale improvement projects that streamline support workflows, reduce repetitive issues, and enhance the overall user experience.

Required Qualifications and Experience

• 5-10 years of experience in IT infrastructure or a related field.
• Advanced IT service management expertise, applying frameworks such as ITIL to design processes.
• Deep hands-on experience with Nexthink to build dashboards, configure proactive alerts, and support targeted campaigns.
• Strong ServiceNow skills to customize forms, routing rules, and automation features that align with enterprise standards.
• Proficiency in Windows client administration, including configuration, hardening, patch management, and troubleshooting.
• Solid networking knowledge covering basic routing, switching, and wireless principles to diagnose connectivity issues.
• Experienced desktop support capabilities across remote and hybrid models, including secure remote access tools and collaboration platforms.

Essential Skills

The successful candidate will demonstrate clear communication skills, capable of explaining technical issues in accessible language to global users, support teams, and managers. This includes fostering trust and supporting the successful adoption of service improvements.

Work Environment

This is a full-time position based in Riyadh, Riyadh, Saudi Arabia, operating within a dynamic multinational organization that supports a hybrid work model.