Desktop Engineer

Position: Desktop Engineer

Location: Scottsdale, AZ– Onsite

Full time job

Video Interview

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.

Thanks

Krish