L2 Desktop Support Engineer

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

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Leaves

401K Plan + Bonus

Certification & Training Reimbursement

Vacation & Holidays

Job summary

Tata Consultancy Services in Madison, AL, is seeking a Tier 2 (L2) support specialist to diagnose and resolve incidents beyond L1, covering software and hardware issues, with strong communication under pressure.

The role requires on-site presence, site-to-site travel as needed, ticketing in ServiceNow, and close collaboration with product and engineering teams to maintain high SLA performance.

Qualifications

• Bachelor's degree in computer science or related field.
• Experience providing tiered technical support.
• Proven ability to document and update incidents clearly.

Responsibilities

• Provide Tier 2 (L2) support to customers for software/hardware issues.
• Research, diagnose, troubleshoot, and resolve incidents beyond L1.
• Use ServiceNow for ticketing, updates, and knowledge base contributions.
• Travel to customer sites as needed and coordinate with vendors when required.
• Collaborate with product & engineering teams to meet SLA/KPI targets.
• Assist with asset management, inventory, and incident escalation.

Skills

Customer support

Troubleshooting

Incident management

Communication

Team collaboration

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Job Description

This role provides Tier 2 (L2) support to customers, researching, diagnosing, troubleshooting, and resolving incidents beyond Tier 1, including software and hardware issues. The role is customer‑facing and requires excellent communication and the ability to work under pressure with critical incidents. The L2 support team handles tickets routed from L1 or creates tickets for issues observed.

• 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.
• 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.
• 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 issues. 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, with 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 centre 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).

Base Salary Range: $55,000 to $65,000 per annum

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