L2 Desktop & On-Site IT Support Engineer

Tata Consultancy Services; San Antonio (TX); On-site; USD 55,000 - 65,000; Full time

Job summary

Tata Consultancy Services is seeking a Tier 2 (L2) support specialist based in San Antonio. The role involves researching, diagnosing, and resolving incidents that cannot be handled by Tier 1, with customer-facing communication and strong SLA adherence.

You will handle break/fix, configuration issues, and hardware/software problems, with opportunities to travel to different sites and coordinate with field teams. Experience with ServiceNow is preferred.

Qualifications

• Experience in Tier 2 support and incident resolution.
• Willingness to travel to multiple sites.
• Ability to work after hours and weekends.
• Proficiency with ServiceNow ticketing.
• Strong verbal and written communication skills.
• Physical ability to move IT equipment.

Responsibilities

• Provide Tier 2 (L2) support to customers and troubleshoot issues.
• Coordinate field support across multiple sites and timelines.
• Resolve incidents per SLAs and document resolutions.
• Escalate to Tier 3 when needed and liaise with Product/Engineering.

Skills

Troubleshooting

Customer communication

Incident management

Field support

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Tata Consultancy Services is seeking a Tier 2 (L2) support specialist based in San Antonio. The role involves researching, diagnosing, and resolving incidents that cannot be handled by Tier 1, with customer-facing communication and strong SLA adherence.

You will handle break/fix, configuration issues, and hardware/software problems, with opportunities to travel to different sites and coordinate with field teams. Experience with ServiceNow is preferred.