EUC/Desktop Engineer

Tata Consultancy Services; Omaha (NE); On-site; USD 55,000 - 75,000; Full time

Job summary

Tata Consultancy Services in Omaha, Nebraska seeks an experienced Technical Support Engineer to diagnose and resolve hardware, software, and network issues across Windows and Mac. You will deliver hands-on PC and peripheral support, assist with VPN configurations, and manage inventory in ServiceNow.

The role emphasizes strong customer service, clear communication, and disciplined ticket logging. 6–8 years of technical experience is preferred, with the ability to handle multiple tasks and follow

Qualifications

• 6–8 years of technical experience in Windows and Mac.
• Proven work experience as a Technical Support Engineer or similar.
• Strong communication skills and customer service focus.
• Familiarity with ITSM tools like ServiceNow.

Responsibilities

• Diagnose and troubleshoot technical issues including account setup, network configuration, software and hardware.
• Provide hands-on support for PCs, laptops, and peripherals in a mixed Windows and Mac environment.
• Perform network troubleshooting, particularly VPN connections and wireless configurations, with Zscaler.
• Asset management and tracking using ServiceNow for accurate inventory control.
• Escalate unresolved issues to appropriate internal teams and provide timely feedback to customers.
• Log all issues accurately and manage multiple open tickets concurrently.
• Follow up with clients to ensure IT systems are fully functional after troubleshooting.
• Document technical knowledge as KB articles and maintain good client relationships.

Skills

Windows

Mac

Hardware troubleshooting

Software troubleshooting

IT Help Desk

ServiceNow

Customer service

Communication skills

Problem-solving

Ticketing

Independence

Tools

ServiceNow

VPN

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 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.