IT Support Engineer – Windows & ServiceNow

About the role

The IT Support Engineer provides deskside assistance for Windows and Mac devices, manages the IT hardware inventory in ServiceNow, and resolves incidents across the organization. You will act as a liaison between end‑users, internal IT teams, and external vendors to ensure timely problem resolution and compliance with IT policies.

Key responsibilities

• Maintain accurate IT hardware inventory records in ServiceNow.
• Deliver deskside support for Windows and Mac operating systems, including installation, configuration, and troubleshooting of software applications.
• Install, upgrade, repair, and replace end‑user computing devices such as desktops, laptops, monitors, and peripherals.
• Provide break/fix support for hardware and software, including network printers and scanners (IP addressing, TCP/IP connectivity).
• Handle warranty and non‑warranty repairs for printers, scanners, and other peripherals.
• Support in‑house, third‑party, and market‑data applications escalated from the helpdesk.
• Troubleshoot operating systems, device drivers, firmware, and software‑related issues.
• Assist users with remote‑access and work‑from‑home setups, including personal laptops and virtual machines.
• Record and manage incidents and service requests in the ticketing system and keep management informed of trends.
• Participate in an on‑call rotation for after‑hours and weekend support.

Required profile

• Minimum 3 years of deskside support experience in Windows environments.
• Experience handling inventory, shipping, receiving, and stocking of IT equipment.
• Familiarity with patch management for users and servers.
• Ability to work under established procedures and policies while exercising sound judgment.
• Willingness to work onsite with occasional visits to user locations and support outside standard business hours when needed.

Required skills

• Windows operating system
• Mac OS
• ServiceNow asset tracking
• Network printers and scanners (IP addressing, TCP/IP)
• Remote access technologies and virtual machines
• Patch management
• Webex and Cisco Jabber
• Microsoft Teams, Skype, Symphony, Jive
• Email and mobile communication platforms