Desktop Engineer

DesktopDiagnose 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 customersRefer to internal knowledge bases or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their IT systems are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of KB ArticlesMaintain good relationships with clientsExperience level: 6 – 8 years of Technical experience in Windows and MacProficient 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 roleGood understanding of computer systems, mobile devices and other tech productsExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalFamiliarity 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.