Desktop And Mobility Support

Tata Consultancy Services Limited; Boston (MA); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Medical Coverage

Parental Leaves

401K Plan

Certification Reimbursement

Time Off

Job summary

Tata Consultancy Services Limited in Boston, MA is seeking an Engineer for Level 2 remote troubleshooting and end-user support across laptops, desktops, VDI, and mobile devices. You will diagnose issues, perform root-cause analysis, and implement permanent fixes, ensuring timely resolution per SLA.

Responsibilities include supporting Windows 10/11, macOS, and iOS, managing Office 365, VPN, and enterprise apps, and maintaining ServiceNow ticket documentation.

Qualifications

• Provide Level 2 remote troubleshooting and support for laptops, desktops, virtual desktops (VDI), and mobile devices.
• Diagnose and resolve hardware, software, operating system, and peripheral-related issues escalated from the Service Desk.
• Utilize remote support tools to investigate and resolve technical incidents efficiently.
• Perform root cause analysis and implement permanent fixes for recurring issues.
• Support and troubleshoot Windows 10/11, macOS, and iOS operating systems.
• Resolve issues related to Microsoft Office 365, VPN, Antivirus, Teams/Skype, browsers, and standard enterprise applications.
• Assist users with software installations, upgrades, and configuration management.
• Knowledge of Microsoft Intune, Windows Autopilot, and JAMF environments.
• Enroll, configure, and maintain corporate-owned mobile and iPad devices.
• Support Windows 11 feature updates and modern management initiatives.
• Deploy device drivers, BIOS updates, firmware, and operating system patches.
• Investigate, troubleshoot, resolve, and elevate incidents according to SLA requirements.
• Maintain accurate ticket documentation and updates in ServiceNow.
• Identify trends and recurring issues and collaborate with engineering teams for permanent resolution.
• Participate in problem management and continuous improvement activities.

Responsibilities

• Provide Level 2 remote troubleshooting for laptops, desktops, VDI, and mobile devices.
• Diagnose hardware, software, OS, and peripheral issues escalated from Service Desk.
• Use remote tools to investigate incidents and resolve them efficiently.
• Perform root cause analysis and implement permanent fixes.
• Support Windows 10/11, macOS, and iOS environments.

Skills

Desktop support

L2 Windows support

Mac OS support

Windows 10/11

iOS Support

Education

Bachelor of Computer Science

Job description

Job Description

Must Have Technical/Functional Skills

• Desktop support
• L2 Windows support
• Mac OS support
• Windows 10/11
• Apple iOS Support

Roles & Responsibilities

• Provide Level 2 remote troubleshooting and support for laptops, desktops, virtual desktops (VDI), and mobile devices.
• Diagnose and resolve hardware, software, operating system, and peripheral-related issues escalated from the Service Desk.
• Utilize remote support tools to investigate and resolve technical incidents efficiently.
• Perform root cause analysis and implement permanent fixes for recurring issues.
• Support and troubleshoot Windows 10/11, macOS, and iOS operating systems.
• Resolve issues related to Microsoft Office 365, VPN, Antivirus, Teams/Skype, browsers, and standard enterprise applications.
• Assist users with software installations, upgrades, and configuration management.
• Knowledge of Microsoft Intune, Windows Autopilot, and JAMF environments.
• Enroll, configure, and maintain corporate-owned mobile and iPad devices.
• Support Windows 11 feature updates and modern management initiatives.
• Deploy device drivers, BIOS updates, firmware, and operating system patches.
• Investigate, troubleshoot, resolve, and elevate incidents according to SLA requirements.
• Maintain accurate ticket documentation and updates in ServiceNow.
• Identify trends and recurring issues and collaborate with engineering teams for permanent resolution.
• Participate in problem management and continuous improvement activities.

Generic Managerial Skills

• Strong customer service orientation with a focus on delivering an excellent end-user experience.
• Excellent verbal and written communication skills with the ability to interact effectively with technical and non-technical stakeholders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to prioritize multiple tasks and work effectively in a fast-paced, SLA-driven environment.
• Demonstrated ownership, accountability, and attention to detail.

Salary Range: $70,000-$75,000 a year

TCS Employee Benefits Summary:

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

#LI-SP1

Location

Boston, MA

Function

TECHNOLOGY

Role

Engineer

ID

434621

Skills

iOS | Windows

Salary Range

$70,000 - $75,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE