Desktop Engineer

AceStack; Chicago (IL); Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

AceStack is seeking an experienced Technical Support Engineer to diagnose and resolve issues across Windows and Mac environments. The role involves hands-on hardware support, VPN/Wi-Fi troubleshooting, and leveraging ServiceNow for ticketing.

Ideal candidates have 6–8 years in IT support, excellent problem-solving skills, and the ability to communicate clearly with non-technical users. Join a customer-focused team delivering reliable IT services.

Formación

• 6–8 years of technical experience with Windows and Mac.
• Proficient in managing and troubleshooting Windows and Mac hardware and software.
• Experience as Technical Support Engineer or similar IT help desk role.
• Strong understanding of computer systems and mobile devices.
• Excellent problem-solving and communication skills.
• Familiarity with ServiceNow for ticket management.
• Ability to provide clear step-by-step technical help, written and verbal.
• Customer-focused with ability to communicate with non-technical users.
• Self-starter who can work independently.
• Able to install and move IT equipment; adaptable to varying schedules.

Responsabilidades

• Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
• 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.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly escalated 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

Conocimientos

Windows

Mac

Technical support

Customer service

Problem solving

Communication

Independent work

Herramientas

ServiceNow

Descripción del empleo

• Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues
• 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.
• Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
• Properly escalated 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
• Experience level : 6 - 8 years of Technical experience in Windows and Mac
• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• 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.
• Physical ability to manage IT equipment installations and movements.
• Adaptable and flexible to meet varying work schedules and environments.