L2 Desktop Support Engineer

Tata Consultancy Services; Blue Springs (MS); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Discretionary Annual Incentive.

Comprehensive Medical Coverage:Medical

Family Support: Maternal & Parental Le

Insurance Options: Auto & Home

Commuter Benefits & Certification &amp

Vacation, Time Off, Sick Leave & H

Legal & Financial Assistance: 401K,

Job summary

Tata Consultancy Services Limited in Blue Springs, MS is seeking a Tier 2 Field Support Technician to diagnose and resolve endpoint, OS, and connectivity issues across multiple sites. You will work with Tier 1, remote specialists, and vendors to ensure timely incident resolution and accurate ticket records.

This role includes on-site data center support, asset management, hardware maintenance, and following ITIL-based processes.

Qualifications

• Experience providing Tier 2 desktop, field, or end-user computing support.
• Hands-on knowledge of desktops, laptops, printers, scanners, peripherals, and approved software-installation methods.
• Experience troubleshooting operating systems, hardware, software, and LAN/WAN connectivity.
• Working knowledge of ServiceNow or a comparable IT service-management platform.
• Understanding of incident, request, problem, and escalation-management processes.
• Familiarity with hardware warranty repair, inventory control, and asset-management activities.
• Strong verbal and written communication in a customer-facing environment.
• Ability to remain effective under pressure during critical incidents and service interruptions.
• Ability to follow technical instructions and collaborate with remote specialists, vendors, and project teams.

Responsibilities

• Provide Tier 2 support by diagnosing and resolving incidents escalated from Tier 1.
• Resolve break/fix, configuration, software installation, hardware repair, and connectivity issues.
• Escalate advanced issues to Tier 3 support when required.
• Provide technical assistance for computer hardware and software used by end users.
• Analyze, respond to, and document end-user inquiries and service requests.
• Troubleshoot operating system issues and LAN/WAN connectivity problems.
• Act as the primary on-site contact for end-user incidents and requests, including plant-specific IT requests such as password resets and access support.
• Install and support desktops, laptops, printers, scanners, peripherals, and approved software.
• Coordinate hardware warranty repairs and depot services.
• Perform inventory management activities in coordination with asset management.
• Maintain and contribute to the technical knowledge base.
• Provide on-site support for data centers and server rooms.
• Follow guidance from certified technicians and project managers for advanced issues.
• Navigate and support operations across large facilities and work environments.
• Safely lift and move IT equipment as required.

Skills

Tier 2 desktop support

End-user computing support

ServiceNow

LAN/WAN troubleshooting

Hardware warranty

Asset management

Customer-facing communication

Team collaboration

Travel between sites

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Role Overview

The Tier 2 (L2) Field Support Technician provides customer-facing technical support for incidents and service requests that cannot be resolved by Tier 1 (L1) support. The role diagnoses and resolves hardware, software, operating system, connectivity, and peripheral issues while maintaining accurate ticket records and meeting applicable service-level agreements.

The technician also provides on-site operational support for end-user and data center equipment, coordinates repairs and vendor escalations, and works with remote technical specialists and project teams on advanced issues.

Key Responsibilities

Technical Support and Incident Resolution

• Provide Tier 2 support by researching, diagnosing, troubleshooting, and resolving incidents escalated from Tier 1 support.
• Resolve break/fix, configuration, software installation, hardware repair, and connectivity issues.
• Escalate advanced issues to Tier 3 support when required.
• Provide technical assistance for computer hardware and software used by end users.
• Analyze, resolve, respond to, and document end-user inquiries and service requests.
• Troubleshoot operating system issues and LAN/WAN connectivity problems.
• Act as the primary on-site contact for end-user incidents and requests, including plant-specific IT requests such as password resets and access support.

Device, Peripheral, and Asset Support

• Install and support desktops, laptops, printers, scanners, peripherals, and approved software using authorized tools.
• Coordinate hardware warranty repairs and depot services.
• Perform inventory management activities in coordination with asset management and other corporate teams.
• Maintain and contribute to the technical knowledge base.

Data Center and On-Site Support

• Provide on-site technical support for issues that require physical intervention in data centers, computer rooms, or server rooms.
• Perform infrastructure equipment tasks based on instructions from remote technical specialists.
• Follow guidance from certified technicians and project managers when troubleshooting advanced issues.
• Provide on-site operational support for the remote management, installation, and troubleshooting of data center equipment.
• Navigate and support operations across large facilities and work environments.
• Safely lift and move IT equipment as required by the role and in accordance with workplace safety guidelines.

Service Management and Escalation

• Use ServiceNow to create, update, route, and resolve tickets.
• Update tickets with accurate and timely records of work performed and resolution details.
• Escalate issues to third-party vendors when necessary.
• Raise and coordinate problem-management issues.
• Monitor and support the achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Work Requirements

• Work across multiple sites and travel between locations as required by customer needs.
• Work after hours or on weekends when operational requirements demand it.
• Perform additional end-user or infrastructure support tasks when required.

Required Skills and Qualifications

• Experience providing Tier 2 desktop, field, or end-user computing support.
• Hands-on knowledge of desktops, laptops, printers, scanners, peripherals, and approved software-installation methods.
• Experience troubleshooting operating systems, hardware, software, and LAN/WAN connectivity.
• Working knowledge of ServiceNow or a comparable IT service-management ticketing platform.
• Understanding of incident, request, problem, and escalation-management processes.
• Familiarity with hardware warranty repair, inventory control, and asset-management activities.
• Strong verbal and written communication skills in a customer-facing support environment.
• Ability to remain effective under pressure during critical incidents and service interruptions.
• Ability to follow technical instructions and collaborate with remote specialists, vendors, and project teams.

Success Measures

• Timely and accurate resolution of incidents and service requests.
• Compliance with applicable SLAs, KPIs, ticket-documentation requirements, and escalation procedures.
• Consistent and professional customer support across assigned sites.
• Effective coordination with Tier 1, Tier 3, vendors, asset management, and remote technical teams.
• Accurate contributions to knowledge-management and inventory records.

Salary Range

Salary Range: $55,000 - $65,000 per 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.

Location

Blue Springs, MS

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE