Support Executive

EUC/Desktop Engineer * 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 * 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.

Salary Range- $55,000-$65,000 a year #LI-SP3 #LI-VX1