IT Support Engineer – Windows & ServiceNow

About the role

The IT Incident Technician provides deskside support for Windows‑based devices, maintains the hardware inventory in ServiceNow, and resolves technical incidents across the organization. The role involves direct interaction with end users and coordination with internal and global support teams.

Key responsibilities

• Maintain IT hardware inventory in ServiceNow.
• Provide deskside support for Windows and macOS systems.
• Install, configure, and upgrade software applications and end‑user equipment.
• Troubleshoot and repair hardware, software, network printers, and scanners.
• Support remote/home‑office setups, including VPN and virtual machines.
• Log and manage incidents and service requests in ticketing systems.
• Report trends, major incidents, and potential delays to management.
• Participate in on‑call rotations for after‑hours support.

Required profile

• Minimum 3 years of deskside support experience in Windows environments.
• Experience with hardware inventory, asset tracking, and patch management.
• Familiarity with messaging platforms (email, mobile, Microsoft Teams).
• CompTIA A+ certification or equivalent knowledge preferred.

Required skills

• ServiceNow asset management.
• Windows and macOS operating systems.
• PC hardware and software break‑fix.
• Network printer and scanner configuration (IP/TCP‑IP).
• VPN and virtual machine setup.
• Microsoft Teams, Webex, Cisco Jabber.
• Ticketing system usage and incident logging.
• Patch management for end‑user and server environments.