L2 Desktop Support Engineer

Tata Consultancy Services; Glen Burnie (MD); On-site; USD 50,000 - 60,000; Full time

Job summary

An IT consulting firm is seeking a Mid-Senior level professional for Tier 2 support in Glen Burnie, MD. This role requires excellent communication skills and the ability to troubleshoot software and hardware issues. Responsibilities include managing tickets, resolving incidents, and escalating complex problems to Tier 3. Ideal candidates will have experience in software installations and familiarity with remote support tools. This is a full-time position offering competitive compensation.

Qualifications

• Excellent verbal and written communication skills are essential.
• Ability to manage critical situations and work under pressure.
• Experience in software installations and hardware repair is required.
• Familiarity with remote support tools is advantageous.

Responsibilities

• Provide Tier 2 (L2) support to customers for technical issues.
• Troubleshoot and resolve incidents escalated from Tier 1.
• Manage and route tickets from L1 support as necessary.
• Escalate complex issues to Tier 3 when needed.
• Maintain compliance with service level agreements.

Skills

Excellent verbal and written communication skills

Ability to work under pressure

Experience with software installations

Knowledge of ticketing systems

Job description

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Pay Range

Base salary range: $50,000 - $60,000 per annum.

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.

Tier 2 (L2) support team handles 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 escalate 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.

Responsibilities

• Provide Tier 2 (L2) support to customers for software and hardware technical issues.
• Troubleshoot, diagnose, and resolve incidents that cannot be resolved by Tier 1 (L1).
• Route and manage tickets from L1 support or create new tickets as needed.
• Escalate complex issues to Tier 3 when appropriate.
• Maintain service level agreements and provide timely incident resolution.

Qualifications

• Excellent verbal and written communication skills.
• Ability to work under pressure during critical incidents.
• Experience with software installations, hardware repair, and configuration issues.
• Knowledge of remote support tools and ticketing systems.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting>
• Location: Glen Burnie, MD (United States)