EUC/Desktop Engineer

Tata Consultancy Services; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Tata Consultancy Services in Austin, TX seeks an experienced Technical Support Engineer to diagnose and resolve Windows and Mac issues, provide hands-on hardware support, and maintain high customer satisfaction. You will manage tickets in ServiceNow, coordinate with internal teams, and ensure systems stay functional after troubleshooting.

Ideal candidates bring 6–8 years of practical IT support experience, strong problem-solving and communication skills, and a proactive, independent work style.

Qualifications

• 6–8 years of technical support experience in Windows and Mac.
• Proficient in diagnosing hardware and software issues and documenting KBs.
• Experience with ServiceNow for ticket management.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple issues.

Responsibilities

• Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues.
• Deliver hands-on hardware support for PCs, laptops, and peripherals in mixed Windows/Mac environment.
• Perform network troubleshooting, focusing on VPN connections and wireless configurations with Zscaler.
• Log all issues and maintain accurate ticket records in SNOW.
• Elevate unresolved issues to appropriate internal teams and provide timely feedback.
• Refer to internal KBs or external resources for accurate solutions.
• Prepare accurate and timely reports; document knowledge as KB articles.
• Maintain good client relationships and ensure systems function after troubleshooting.
• Prioritize multiple open issues and follow up with clients.
• Adapt to varying schedules and environments.

Skills

Windows troubleshooting

Mac troubleshooting

Problem-solving

Communication

Independent worker

Customer service

Self-starter

Adaptable

Tools

ServiceNow

VPN

Zscaler

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 elevate 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.