EUC/Desktop Engineer

EUC/Desktop Engineer

Responsibilities:

• 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, using SCCM and JAMF.

• 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:

• Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

• Hands-on experience with Windows/Linux/Mac OS environments

• 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, JIRA 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.