2nd Line IT Support Technician – Hardware & OS Pro

Tata Consultancy Services Limited; Morristown (NJ); On-site; USD 60,000 - 68,000; Full time

Benefits offered by this job

Discretionary annual incentive

Medical coverage

Family support leaves

Insurance options

Certification & Training reimbursement

Vacation & holidays

401K & bonuses

Job summary

Tata Consultancy Services Limited in Morristown, NJ, is seeking an Engineer in Technology to provide second-line IT support for end users, handling hardware, software, and peripheral issues with a strong focus on incident resolution and timely ticket closure.

You will perform IMAC activities, assist with imaging and provisioning, coordinate with vendors and client IT teams, and ensure compliance with HSE and IT policies while delivering reliable, hands-on hardware and software support.

Qualifications

• Bachelor's degree in Computer Science or equivalent.
• Experience with desktop/hardware troubleshooting.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with hardware peripherals and printers.
• Experience with ticketing systems (ServiceNow).
• Strong communication and first/second-line support skills.

Responsibilities

• Provides second-line investigation and diagnosis
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
• Escalates unresolved incidents/service requests within agreed timescales
• Logs relevant incident/service request details as per process
• Communicate with client regarding incident progress
• Ensures tickets are always updated until issues are resolved
• Complies with Health Safety Environment (HSE) and IT policies
• Liaise with clients, IT support groups and 3rd party providers when necessary
• Performs staging of PCs
• Performs IMAC (Install, Move, Add and Change) of End user hardware
• Conducts hardware and software maintenance and support
• Troubleshoots and resolves PC incidents and/or VIP requests
• Centralized hardware and Spare part stocking and inventory management
• Surplus equipment management
• Break fix services to nearest small sites - leveraging shipping options
• Asset disposal services
• Hardware vendor coordination for Break fix
• Imaging & provisioning of devices. Setup and build workstations
• Update AMDB including hardware and software
• PC and other devices - logistics management

Skills

Desktop hardware

Windows 10/7

MS Office

macOS

Software installation

Troubleshooting

ServiceNow

Peripherals support

Imaging & provisioning

Education

Bachelor of Computer Science

Tools

ServiceNow

Imaging tools

Job description

Tata Consultancy Services Limited in Morristown, NJ, is seeking an Engineer in Technology to provide second-line IT support for end users, handling hardware, software, and peripheral issues with a strong focus on incident resolution and timely ticket closure.

You will perform IMAC activities, assist with imaging and provisioning, coordinate with vendors and client IT teams, and ensure compliance with HSE and IT policies while delivering reliable, hands-on hardware and software support.