L2 Desktop Support Engineer – On-Site & Data Center

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

Benefits offered by this job

Discretionary Annual Incentive

Medical Coverage

401(k) Plan

Training Reimbursement

Job summary

Tata Consultancy Services is seeking a Level 2 IT support professional to diagnose and resolve incidents for customers. You will handle hardware and software issues, perform installations, and coordinate with engineering teams.

This role requires travel to multiple sites and strong communication skills to operate under pressure. Minimum qualifications include a Bachelor’s in Computer Science and experience with ServiceNow.

Qualifications

• Bachelor's degree in Computer Science or equivalent field.
• Experience providing Tier 2 technical support and troubleshooting.
• Strong written and verbal communication skills for customer-facing work.

Responsibilities

• Provide Tier 2 support to customers, diagnose and resolve incidents.
• Handle break/fix, configuration issues, and hardware repair coordination.
• Serve as second level support after Field or remote teams, document outcomes.
• Work across multiple sites with travel as required and log activities in ServiceNow.
• Install desktop/laptop hardware and peripherals, and assist with OS issues.

Skills

Tier 2 support

Troubleshooting

Customer communication

Hardware repair

Software installations

Education

Bachelor of Computer Science

Tools

ServiceNow

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).
  
  

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) 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 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.
  
  

Roles & Responsibilities

• 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 per son for all plant IT related requests (Password resets, access etc. specific to plants).
  
  

Base Salary Range: $55,000 - $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