Senior EUC/Desktop Engineer - Windows & Mac IT Support

Tata Consultancy Services Limited; 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

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.