L2 Deskside Support Engineer

Tata Consultancy Services; Ontario; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading company in the IT sector is seeking a technical support professional to provide on-site assistance and resolve hardware and software issues for end users. The role involves troubleshooting, managing inventory, and ensuring SLA and KPI adherence. Candidates should be physically fit for site visits and available for after-hours support as needed.

Qualifications

• Ability to work across multiple sites and travel as needed.
• Physically fit to walk through large areas.
• Availability for after hours and weekend work.

Responsibilities

• Provide technical support to end users, resolving hardware and software issues.
• Install and troubleshoot desktops, laptops, and peripherals.
• Maintain accurate records of work performed and escalate issues as necessary.

Skills

Technical assistance

Troubleshooting

SLA management

KPI management

Inventory management

Tools

ServiceNow

Job description

Ability to work across multiple sites, including travel as necessary or required by the customer.

Physically fit to walk through large areas.

Availability to work after hours and weekends if necessary or required by the customer.

Knowledge of using ServiceNow as the ticketing tool.

Provide technical assistance and support, resolving problems related to computer hardware and software for end users.

Analyze, respond to, and document end user inquiries.

Install desktops, laptops, printers, scanners, and other peripherals using approved tools.

Troubleshoot operating system issues and connection problems with LAN/WAN.

Update tickets with accurate and timely records of work performed and resolution details.

Maintain and contribute to a knowledge base.

Coordinate hardware warranty repairs.

Perform inventory management activities in coordination with asset management and other corporate groups.

Escalate issues to third-party vendors when necessary.

Raise and coordinate problem management issues.

Perform additional tasks related to end-user support and infrastructure when required.

Strong understanding and skills in SLA and KPI management.

Provide on-site technical support capable of responding quickly to problems within data centers, server rooms, or similar environments requiring physical handling.

Note: Unlike certified technicians, this role does not necessarily require specialized or certified training in specific technologies.