L2 Desktop Support Engineer

Tata Consultancy Services Limited; Buffalo (WV); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

Dental & Vision

Parental Leaves

Auto & Home Insurance

Commuter Benefits

Certification & Training Reimbursement

Vacation & Holidays

401K Plan

Performance Bonus

College Fund

Job summary

Tata Consultancy Services Limited in Buffalo, WV seeks an Engineer to provide Tier 2 field support across multiple sites, handling hardware, software, and network issues. The role requires travel, after-hours availability, and strong problem-solving to resolve incidents per SLA.

Responsibilities include hardware installations, data center support, asset management, and collaboration with Product & Engineering teams. Bachelor’s degree in CS and US work availability are preferred.

Qualifications

• Ability to provide Tier 2 (L2) support and resolve incidents beyond L1.
• Knowledge of ServiceNow as a ticketing tool is beneficial.
• Strong troubleshooting of end-user hardware and software issues.

Responsibilities

• Travel to multiple sites and perform on-site support as required.
• Install desktops, laptops, printers, scanners, and peripheral software.
• Troubleshoot OS and LAN/WAN connectivity issues.
• Manage end-user incidents with timely records and resolutions.
• Coordinate hardware warranty repairs and inventory management.
• Escalate issues to third-party vendors when needed.
• Respond to data center hardware issues and work beyond normal hours when required.

Skills

Desktop

Education

Bachelor of Computer Science

Job description

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), including software and hardware technical problems.
• Level 2 generally handles break/fix incidents, configuration issues, troubleshooting, software installations, and hardware repair, including in-house repair or coordination with depot services. Tier 2 may elevate to Level 3 based on issue complexity and Help Desk procedures.
• Tier 2 Field Support serves as the front-line interface between the customer and the Product & Engineering team and operates as the second level of support after user-level Remote Support (L1). The primary responsibility is to resolve technical support incidents and service requests in accordance with applicable service level agreements.

Roles & Responsibilities

• Ability to work across multiple sites, including travel to different sites as required by the customer.
• Ability to navigate large facilities and perform site support activities as required.
• Ability to work after hours and weekends when required by the customer.
• Knowledge of ServiceNow as a ticketing tool.
• Provide technical assistance and support and resolve end-user computer hardware and software issues.
• Analyze, resolve, respond to, and document end-user inquiries.
• Install desktops, laptops, printers, scanners, and other peripheral software using approved tools.
• Troubleshoot operating system issues and LAN/WAN connectivity issues.
• Update tickets with accurate and timely records of work performed and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repairs.
• Perform inventory management activities in coordination with asset management and other corporate groups.
• Escalate to third-party vendors when necessary.
• Raise and coordinate problem management issues.
• Perform additional end-user or infrastructure-related tasks when required. Demonstrate a strong understanding of SLA and KPI management.
• Provide on-site technical support and respond quickly to issues within data centers, computer rooms, or server rooms that require physical handling.
• Perform assigned support tasks under guidance when specialized certification is not required.
• Handle infrastructure equipment tasks based on instructions from remote technical assistance teams specializing in relevant products and categories.
• Receive instructions from certified technicians and project managers to troubleshoot advanced issues.
• Provide on-site operational support for remote management, installation, and troubleshooting of data center equipment.
• Manage end-user-related incidents and requests as a primary responsibility.
• Serve as the primary contact for plant IT requests, including password resets and plant-specific access requests.
• Ability to safely lift and move IT equipment as required for the role, with or without reasonable a ccommodation.
• Work schedule: Sunday through Thursday, 10:00 PM to 6:30 AM Eastern Time

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

Buffalo, WV

Function

TECHNOLOGY

Role

Engineer

ID

435224

Skills

Desktop

Salary Range

$55,000 - $65,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE