L2 Desktop Support Engineer

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

Benefits offered by this job

Annual Incentive

Medical Coverage

Dental Vision

Disability Insurance

Pet Insurance

Commuter Benefits

Certification Reimbursement

Vacation & Holidays

401K Plan

Performance Bonus

College Fund

Student Loan Refinancing

Job summary

Tata Consultancy Services is seeking an on-site L2 Support specialist in the United States. The role focuses on researching, diagnosing, and resolving complex incidents, providing effective customer-facing support and maintaining accurate documentation.

The candidate will handle break/fix tasks, software/hardware installations, and coordination with engineering teams. Travel to multiple sites and after-hours work may be required to meet service levels.

Qualifications

• Experience providing Tier 2 (L2) support to resolve complex incidents.
• Ability to communicate clearly with customers under pressure and document resolutions.

Responsibilities

• Provide Tier 2 support for software/hardware issues and resolve incidents not fixed by Tier 1.
• Assist with break/fix, configuration problems, and software/hardware installations.
• Coordinate with Product & Engineering and escalate to 3rd party vendors when needed.
• Travel to various sites as required and work after hours or weekends if necessary.
• Manage end-user inquiries, update tickets promptly, and maintain knowledge base.

Skills

Customer facing

Verbal communication

Written communication

Troubleshooting

L2 Support

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Job Description

• 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.
• 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.

Qualifications

BACHELOR OF COMPUTER SCIENCE