L2 Desktop & On-Site IT Support Engineer

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

Job summary

Tata Consultancy Services is seeking a Tier 2 Support specialist to provide expert helpdesk services at client sites in the United States. The role involves diagnosing complex issues, performing software/hardware installations, and coordinating with engineering teams to resolve incidents promptly.

Candidates should be comfortable on-site, able to travel between sites, and capable of working after hours when required.

Qualifications

• Tier 2 support: research, diagnose, troubleshoot, and resolve incidents that cannot be handled by L1 teams.
• Break/fix, configuration issues, software installations, hardware repair incl. depot coordination.
• Front-line interface between customer and Product & Engineering with adherence to SLAs.

Responsibilities

• Travel to different sites as necessary; work across multiple locations.
• Be physically able to move IT equipment; work after hours and weekends if required.
• Use ServiceNow for ticketing; document inquiries and resolutions.
• Provide technical assistance for end users on hardware/software, remote management, and data center equipment.
• Escalate to 3rd party vendors when needed; coordinate problem management issues.

Skills

Tier 2 support

Customer-facing

Troubleshooting

Hardware repair

Communication skills

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Tata Consultancy Services is seeking a Tier 2 Support specialist to provide expert helpdesk services at client sites in the United States. The role involves diagnosing complex issues, performing software/hardware installations, and coordinating with engineering teams to resolve incidents promptly.

Candidates should be comfortable on-site, able to travel between sites, and capable of working after hours when required.