Field Support Engineer

Tata Consultancy Services; Los Angeles (CA); On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Discretionary annual incentive

Comprehensive medical coverage

401k plan

Job summary

Tata Consultancy Services is seeking a skilled IT support professional in Los Angeles to manage technical support for end-users, including hardware and software troubleshooting. The role involves assisting with desktop and laptop setups, configuration, and ongoing maintenance.

Requirements include 4+ years of hands-on technical experience and strong communication skills. The salary ranges from $60,000 to $70,000 annually, complemented by extensive employee benefits.

Qualifications

• 4+ years of technical experience in IT support.
• Experience in a break/fix environment.
• Ability to support mobile devices, including iOS and Android.

Responsibilities

• Provide technical support to end-users both remotely and in-person.
• Manage ServiceNow ticket queue consistently throughout the day.
• Diagnose and resolve hardware and software issues.

Skills

Communication skills

Imaging/staging of desktops and laptops

Troubleshooting software and peripherals

Setup and configuration of hardware

Knowledge in handling Wi-Fi and LAN issues

Job description

Must Have Technical/Functional Skills

• Good communication and knowledge on imaging/staging of desktops, laptops and other related devices.
• Maintain, analyze and troubleshoot software and computer peripherals.
• Must have reliable transportation and clean driving history.
• Travel to various sites on demand basis would be required.
• Ability to set up, configure and add all hardware.
• Assist client internal IS technicians with large IMACs.
• Break‑fix and IMAC support, periodic maintenance.
• Provide technical support to end‑users via telephone and in person.
• Assist coworkers in the resolution of end‑user’s technical issues.
• Assist coworkers in the execution of established processes and escalations.
• Test, image and clean PCs, laptops, monitors, printers and other related hardware.
• Follow proper manufacturer procedures for ordering parts and returning defective parts.
• Manage ServiceNow ticket queue constantly throughout the day.
• Response to end‑user issues via face‑to‑face interaction, telephone or escalated help desk tickets.
• Diagnose and resolve technical hardware and software issues.
• Gather information to determine the issue by evaluating and analyzing symptoms.
• Partner with other departments to provide technical assistance.
• Knowledge in handling Wi‑Fi and LAN access issues.
• VPN setup and troubleshooting.
• Detect network authentication issues.
• Identify priorities and redirect problems to appropriate resources.
• Organize ideas and communicate appropriate messages.
• Stay current with system information, changes and updates.
• Handling all designated workstation installations and updates.

Generic Managerial Skills (If Any)

• 4+ years of hands‑on technical knowledge of laptop and desktop design and software installation.
• Familiar with standard concepts, practices and procedures within the IT support field. Relies on limited experience and judgment to plan and accomplish goals.
• Possess 2 to 3 years’ experience in a break/fix environment. Able to lift heavy equipment (PCs, monitors, printers). Strong verbal and written communication skills. A certain degree of creativity and latitude is required.
• Experience in supporting mobile devices (Apple iOS, Android, iPhone, iPad).
• Experience with Windows 7‑10 OS, Microsoft Office, Internet browsers and email clients.
• Printer/copier experience preferred.
• Working knowledge of systems hardware, printers, scanners and other peripheral devices.
• Strong communication and customer service skills with users to interpret and address their needs efficiently and professionally.
• Experience providing IT technical support to senior leaders of an organization.
• Ability to visualize and troubleshoot complex issues remotely.
• Highly developed analytical troubleshooting skills.
• Able to multi‑task, work independently with minimal supervision as well as within a team environment.
• Ability to obtain and maintain manufacturer warranty repair certifications (EX, HP, DELL, LENOVO, APPLE).

Salary Range

$60,000 - $70,000 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 & training reimbursement.
• Time off: vacation, time off, sick leave & holidays.
• Legal & financial assistance: legal assistance, 401k plan, performance bonus, college fund, student loan refinancing.