L2 Desktop Support Engineer

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

Benefits offered by this job

Medical Coverage

Parental Leaves

401K Plan

Certification & Training Reimbursement

Job summary

Tata Consultancy Services Limited in Aurora, IL seeks an Engineer in Technology to provide Tier 2 support for hardware and software issues, working across multiple sites and coordinating with Product & Engineering teams.

The role may require after-hours availability and travel to customer sites. Desktop management and ServiceNow expertise are valued, with a Bachelor of Computer Science mandatory.

Qualifications

• Provide Tier 2 (L2) support to customers for hardware and software issues.
• Handle break/fix, configuration issues, and software/hardware installations.
• Support field operations and coordinate with Product & Engineering teams.

Responsibilities

• Work across multiple sites and travel as required.
• Perform on-site hardware servicing and peripheral installations.
• Update and document tickets with precise details and resolutions.
• Coordinate with vendors for warranty repairs and escalations.

Skills

Desktop management

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Must Have Technical/Functional Skills

• *Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer-facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. The Tier 2 (L2) support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe
• *Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). Tier 2 (L2) will sometimes elevate to Level 3, depending on the issue and the way the Help Desk operates
• *Tier 2 (L2) Field Support plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements

Roles & Responsibilities

• * Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
• *Physically fit to walk through large areas
• *Ability to work after hours and weekends if necessary or required by the customer.
• *Knowledge of using ServiceNow as the ticketing tool.
• *Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
• *Analyze, resolve, respond to, and document end user inquiries.
• *Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools.
• *Troubleshoot Operating System issue. Connection issues with LAN/WAN.
• *Update tickets with accurate and timely records of work performed, and resolution details
• *Maintain and contribute to a knowledge base.
• *Coordinate hardware warranty repair.
• *Perform inventory management activities as required in coordination with asset management and other corporate groups.
• *Escalate to 3rd party vendors when necessary
• *Responsible for raising and coordinating problem management issues
• *Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
• *Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
• *In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology.
• *Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categories.
• *Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
• *Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
• *Primary responsibility to manage End User related incidents and requests.
• *Go to person for all plant IT related requests (Password resets, access etc. specific to plants).
• *Ability to perform physical activity in lifting and moving IT equipment with more than 3 LBs and above

Base Salary Range : $55,000 to $65,000 Per Annum

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.

Location

Aurora, IL

Function

TECHNOLOGY

Role

Engineer

ID

434058

Skills

Desktop management

Salary Range

$55,000 - $65,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE