L2 Desktop Support Engineer - On-Site & Remote

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

Benefits offered by this job

Discretionary annual incentive

Comprehensive medical coverage

401K / Retirement plan

Training reimbursement

Vacation and holidays

Job summary

Tata Consultancy Services is seeking a Tier 2 (L2) Field Support professional to diagnose and resolve incidents, coordinate with Product & Engineering, and support customers across multiple sites. This role emphasizes customer-facing communication and hands-on hardware/software troubleshooting.

The position may require travel, after-hours availability, and physical readiness to handle IT equipment in data centers or plant environments.

Qualifications

• Experience providing Tier 2 IT support for customers.
• Strong verbal and written communication under pressure during incidents.
• Familiar with SLA/KPI management in service environments.

Responsibilities

• Provide Tier 2 (L2) support, research, diagnose, troubleshoot, and resolve incidents.
• Handle break/fix, configuration issues, and software/hardware problems; escalate when needed.
• Be the front-line interface between customers and Product/Engineering teams; travel to sites as required.

Skills

Customer facing

Communication skills

SLA management

ServiceNow

Tools

ServiceNow

Job description

Tata Consultancy Services is seeking a Tier 2 (L2) Field Support professional to diagnose and resolve incidents, coordinate with Product & Engineering, and support customers across multiple sites. This role emphasizes customer-facing communication and hands-on hardware/software troubleshooting.

The position may require travel, after-hours availability, and physical readiness to handle IT equipment in data centers or plant environments.