L2 Desktop Support Engineer — On‑Site & Field Tech

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

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.