Engineer

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

Job summary

Tata Consultancy Services Limited in San Jose is seeking an experienced IT Help Desk/Desktop Support Engineer to diagnose and fix technical problems across Windows and Mac environments. You will provide hands-on support for PCs, laptops, and peripherals while ensuring a positive user experience.

You will troubleshoot VPN connections, manage tickets in ServiceNow, reference KB articles, and escalate when needed.

Qualifications

• Diagnose and troubleshoot technical issues across Windows and Mac environments.
• Provide hands-on desktop support for PCs, laptops and peripherals.
• Troubleshoot VPN connections and wireless configurations.
• Log all issues and resolutions in the ticketing system.
• Escalate unresolved issues to internal teams when needed.
• Maintain knowledge by referencing KB articles and external resources.
• Deliver timely customer-focused resolutions and reports.
• Experience level: 6–8 years in IT support.
• Strong communication and problem-solving skills.
• Proficient in ITSM tools like ServiceNow.
• Ability to work independently and manage multiple tickets.
• Physical ability to install and move IT equipment.
• Flexible to varying schedules.

Responsibilities

• Diagnose and troubleshoot technical issues across Windows and Mac environments.
• Provide hands-on desktop support for PCs, laptops and peripherals.
• Troubleshoot VPN connections and wireless configurations.
• Log and manage tickets in ServiceNow.
• Escalate issues to internal teams when needed.
• Prepare timely reports on incidents.

Skills

Technical support

Windows

Mac

VPN

ServiceNow

ITSM

Customer service

Troubleshooting

Tools

Zscaler

ServiceNow

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 escape 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.