L2 Desktop Support Engineer — Onsite & Field Tech

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

Benefits offered by this job

Annual Incentive

Medical Coverage

Dental Vision

Disability Insurance

Pet Insurance

Commuter Benefits

Certification Reimbursement

Vacation & Holidays

401K Plan

Performance Bonus

College Fund

Student Loan Refinancing

Job summary

Tata Consultancy Services is seeking an on-site L2 Support specialist in the United States. The role focuses on researching, diagnosing, and resolving complex incidents, providing effective customer-facing support and maintaining accurate documentation.

The candidate will handle break/fix tasks, software/hardware installations, and coordination with engineering teams. Travel to multiple sites and after-hours work may be required to meet service levels.

Qualifications

• Experience providing Tier 2 (L2) support to resolve complex incidents.
• Ability to communicate clearly with customers under pressure and document resolutions.

Responsibilities

• Provide Tier 2 support for software/hardware issues and resolve incidents not fixed by Tier 1.
• Assist with break/fix, configuration problems, and software/hardware installations.
• Coordinate with Product & Engineering and escalate to 3rd party vendors when needed.
• Travel to various sites as required and work after hours or weekends if necessary.
• Manage end-user inquiries, update tickets promptly, and maintain knowledge base.

Skills

Customer facing

Verbal communication

Written communication

Troubleshooting

L2 Support

Education

Bachelor of Computer Science

Tools

ServiceNow

Job description

Tata Consultancy Services is seeking an on-site L2 Support specialist in the United States. The role focuses on researching, diagnosing, and resolving complex incidents, providing effective customer-facing support and maintaining accurate documentation.

The candidate will handle break/fix tasks, software/hardware installations, and coordination with engineering teams. Travel to multiple sites and after-hours work may be required to meet service levels.