L2 Desktop Support Engineer — On-Site Field Technician

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

Job summary

Tata Consultancy Services Limited in Liberty, NC is seeking an Engineer to deliver on-site Tier 2 IT support for our customers. You will diagnose hardware and software issues, install desktops and peripherals, and coordinate with product and field engineering teams to resolve incidents.

This hands-on role requires after-hours availability, travel to sites, and strong communication. You will use ServiceNow for ticketing, maintain knowledge bases, and ensure SLA compliance while supporting data

Qualifications

• Provide Tier 2 (L2) support to customers, diagnose and resolve incidents beyond L1.
• Handle break/fix, configuration issues, software/hardware problems; escalate to Level 3 when needed.
• Front-line interface between customer and Product & Engineering teams.

Responsibilities

• Ability to travel to different sites as required.
• 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 for end users' hardware and software.
• Analyze, resolve, respond to, and document end user inquiries.
• Install desktop/laptop, printers/scanners, and other peripherals.
• Troubleshoot OS and LAN/WAN connection issues.
• Update tickets with accurate records and resolution details.
• Maintain and contribute to a knowledge base.
• Coordinate hardware warranty repair.
• Perform inventory management with asset mgmt.
• Escalate to 3rd party vendors when necessary.
• Coordinate problem management issues.
• Provide on-site operational support for remote management, installation and troubleshooting of data center equipment.
• Manage End User incidents and requests.
• Go-to person for plant IT requests (password resets, access).
• Ability to perform physical activity lifting/moving IT equipment (>3 lbs).

Skills

Desktop

Education

Bachelor of Computer Science

Job description

Tata Consultancy Services Limited in Liberty, NC is seeking an Engineer to deliver on-site Tier 2 IT support for our customers. You will diagnose hardware and software issues, install desktops and peripherals, and coordinate with product and field engineering teams to resolve incidents.

This hands-on role requires after-hours availability, travel to sites, and strong communication. You will use ServiceNow for ticketing, maintain knowledge bases, and ensure SLA compliance while supporting data