Desktop & Mobility Support Engineer — L2 Windows/Mac/iOS

Tata Consultancy Services Limited; Boston (MA); Presencial; USD 70.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical Coverage

Parental Leaves

401K Plan

Certification Reimbursement

Time Off

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Desktop support

L2 Windows support

Mac OS support

Windows 10/11

iOS Support

Educación

Bachelor of Computer Science

Descripción del empleo

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.