Engineer, IT Support

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 Service Now (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 Service Now 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.

Salary Range: $60,000 – $65,000 a year

Qualifications: BACHELOR OF COMPUTER SCIENCE