Engineer

Tata Consultancy Services; San Jose (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Tata Consultancy Services in San Jose, California, seeks an experienced IT Support Engineer to diagnose and resolve technical issues across Windows and Mac environments. You will provide hands-on hardware support, manage assets in ServiceNow, and escalate complex problems to internal teams as needed.

The role requires 6–8 years of relevant experience, strong problem-solving and communication skills, and the ability to work independently while delivering excellent customer service.

Qualifications

• 6–8 years of technical experience in Windows and Mac.
• Experience as Technical Support Engineer or similar role.
• Familiarity with ServiceNow ticketing and ITSM practices.

Responsibilities

• Diagnose and troubleshoot technical issues including account setup, network, software and hardware.
• Provide hands-on support for PCs, laptops, and peripherals in a mixed Windows and Mac environment.
• Troubleshoot networks, including VPN and wireless configurations, with Zscaler.
• Manage assets and track inventory using ServiceNow (SNOW).
• Log all issues accurately and escalate unresolved items to appropriate teams.
• Assist clients and follow up to ensure IT systems are fully functional.
• Prepare reports and document knowledge for KB articles.
• Maintain good relationships with clients and provide timely feedback.
• Prioritize and manage multiple open issues concurrently.

Skills

Windows & Mac troubleshooting

Hardware & software troubleshooting

Customer service

Communication skills

Problem-solving

Self-starter

Independence

Tools

ServiceNow

Zscaler

VPN configurations

Job description

• 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 escalation 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.