EUC/Desktop Engineer

About the role

Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment. Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler. Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.

Responsibilities

• Diagnose and troubleshoot technical issues, including account setup, network configuration, software, and hardware issues.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
• Provide prompt and accurate feedback to customers.
• Refer to internal knowledge bases or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of KB Articles.
• Maintain good relationships with clients.
• Physical ability to manage IT equipment installations and movements.

Requirements

• 6–8 years of technical experience in Windows and Mac environments.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Proficient in managing and troubleshooting Windows and Mac hardware and software.
• Good understanding of computer systems, mobile devices, and other tech products.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Familiarity with ITSM tools like ServiceNow for ticket management.
• Excellent customer service skills and the ability to communicate effectively with non-technical users.
• Self-starter with the ability to work independently and efficiently.
• Adaptable and flexible to meet varying work schedules and environments.

Pay

$60,000–$65,000 a year.