L2 Desktop Support Engineer – On-Site & Field

Tata Consultancy Services Limited; San Antonio (TX); Sur place; USD 55 000 - 65 000; Plein temps

Résumé du poste

Tata Consultancy Services Limited seeks a Tier 2 support professional to provide on-site and field assistance in San Antonio, TX. You will research, diagnose, and resolve incidents that Tier 1 cannot fix, handling hardware, software, and network issues with strong customer communication.

The role requires travel to multiple sites, after-hours availability, and the ability to work under pressure. ServiceNow proficiency and collaboration with product and engineering teams are essential to deliver

Qualifications

• Customer-facing role requiring excellent verbal and written communication.
• Ability to work under pressure during critical incidents.
• Willingness to travel to different sites as required by the customer.
• Knowledge of ServiceNow as the ticketing tool.

Responsabilités

• Provide Tier 2 support by researching, diagnosing, troubleshooting, and resolving incidents that Tier 1 cannot fix.
• Handle break/fix, configuration issues, troubleshooting, software installations, and hardware repair.
• Act as front-line interface between customer and Product/Engineering teams at the field level.
• Provide on-site and field support across multiple sites and data center environments.
• Escalate to 3rd party vendors when necessary and coordinate problem management issues.

Connaissances

Customer-facing

ServiceNow

Hardware troubleshooting

Software troubleshooting

Incident management

SLA/KPI management

On-site support

Data center support

End-user support

Travel to sites

Outils

ServiceNow

Description du poste

Tata Consultancy Services Limited seeks a Tier 2 support professional to provide on-site and field assistance in San Antonio, TX. You will research, diagnose, and resolve incidents that Tier 1 cannot fix, handling hardware, software, and network issues with strong customer communication.

The role requires travel to multiple sites, after-hours availability, and the ability to work under pressure. ServiceNow proficiency and collaboration with product and engineering teams are essential to deliver