Senior IT Support Engineer – Windows & Mac Networking

Tata Consultancy Services Limited; 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

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.