L2 Desktop & Field IT Support Engineer

Tata Consultancy Services; Aurora (IL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Discretionary incentive

Medical coverage

Parental leave

401K

Training reimbursement

Vacation & holidays

Job summary

Tata Consultancy Services in Aurora, IL, is seeking an experienced Tier 2 (L2) support professional to diagnose, troubleshoot, and resolve incidents beyond L1, across software and hardware.

You will work directly with customers, coordinate with Product & Engineering, and use ServiceNow for ticketing while traveling to multiple sites as required, including after-hours support. A Bachelor in Computer Science is preferred.

Qualifications

• Provide Tier 2 (L2) support for hardware and software issues, resolving incidents that cannot be solved at L1.
• Research, diagnose, troubleshoot, and resolve incidents; escalate to Level 3 when needed.
• Serve as front-line interface between customers and Product & Engineering, per SLAs.
• Willingness to travel to different sites and work after hours if required.

Responsibilities

• Provide on-site, remote support for data center equipment and endpoints.
• Coordinate with product engineering and escalate to 3rd party vendors when necessary.
• Install desktops/laptops, printers/scanners, and other peripherals using approved tools.
• Handle End User incidents and plant IT requests; maintain accurate ticket records.

Skills

Customer service

Verbal & written communication

Troubleshooting

Multisite travel

Work under pressure

Team collaboration

End-user support

Education

Bachelor of Computer Science

Tools

ServiceNow

Ticketing system

Job description

Tata Consultancy Services in Aurora, IL, is seeking an experienced Tier 2 (L2) support professional to diagnose, troubleshoot, and resolve incidents beyond L1, across software and hardware.

You will work directly with customers, coordinate with Product & Engineering, and use ServiceNow for ticketing while traveling to multiple sites as required, including after-hours support. A Bachelor in Computer Science is preferred.