Euc/desktop Engineer

Tata Consultancy Services; Austin (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Tata Consultancy Services Limited in Austin, TX seeks an experienced Technical Support Engineer to diagnose and resolve complex IT issues across Windows and Mac environments, including VPNs and network configurations. You will handle hands-on hardware support, asset tracking via ServiceNow, and coordinate with internal teams to ensure timely resolutions and customer satisfaction.

This role requires 6–8 years of experience, strong problem-solving and communication skills, and the ability to work

Qualifications

• Excellent problem-solving and communication skills.
• Self-starter with the ability to work independently.
• 6–8 years of technical experience in Windows and Mac.
• Familiarity with ITSM tools like ServiceNow for ticket management.
• Experience as Technical Support Engineer / Desktop Support / IT Help Desk Technician or similar role.
• Physical ability to manage IT equipment installations and movements.

Responsibilities

• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Provide hands-on support for hardware (PCs, laptops, peripherals) in a mixed Windows/Mac environment.
• Perform network troubleshooting, including VPN and wireless configurations.
• Log all issues accurately and manage tickets in ServiceNow.
• Prioritize and manage multiple open issues and follow up to ensure full functionality.
• Prepare timely reports and document knowledge as KB articles.
• Maintain good relationships with clients and provide clear customer communications.

Skills

Problem solving

Customer service

Communication

Independent work

Written & verbal communication

Tools

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.