EUC/Desktop Engineer at Tata Consultancy Services

Job Role: EUC/Desktop Engineer Job Location: New York, NY 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 escalate 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 Technical Experience: • 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. Professional Attributes: • 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.