Oss Support Executive Engineer

Tata Consultancy Services; City of White Plains (NY); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Discretionary annual incentive

Comprehensive medical coverage

Parental leaves

401K plan

Certification & training reimbursement

Vacation & holidays

Job summary

Tata Consultancy Services in White Plains, NY is seeking an Engineer for onsite IT support across offices, plants and warehouses. You will diagnose and resolve hardware, software, OS, connectivity and peripheral issues, while maintaining accurate tickets and asset records.

The role includes new joiner setup, device refresh, asset management and end-user support, with potential weekend and on-call shifts. Strong English communication and VIP support experience are a plus.

Qualifications

• Demonstrated experience in Onsite Support, Deskside Support, or End User Computing (EUC).
• Hands-on support for desktops, laptops, mobile devices, peripherals, printers across offices, plants and warehouses.
• Troubleshooting Windows 10/11, Microsoft 365, Outlook, AD, Group Policy and VPN.
• Experience with Intune and SCCM for device enrollment, config and deployment.
• Experience with ServiceNow or similar ITSM tools for incidents and service requests.
• Knowledge of ITIL processes, especially Incident and Service Request management and escalation.
• Asset/hardware lifecycle management including laptop deployment, refresh and audits.
• Basic network troubleshooting: TCP/IP, DNS, DHCP, Wi‑Fi, proxy and connectivity.
• Support for plant/warehouse endpoints including rugged devices and scanners.
• Strong customer-facing communication and troubleshooting skills.
• VIP/executive support with confidentiality.
• Good English communication; local language is a plus.

Responsibilities

• Provide onsite desk-side, walk-up and IT Bar support across offices, plants and warehouses.
• Diagnose and resolve hardware, software, OS, M365, connectivity and peripheral issues.
• Log, prioritize, troubleshoot, escalate and close incidents and service requests per SLA.
• Maintain ServiceNow tickets with troubleshooting steps and resolutions.
• Set up new joins, MFA, email configuration and initial sign-in support.
• Manage device refresh/replacement and asset/CMDB records.
• Support mobile devices and company apps, coordinate device replacements.
• Handle user onboarding/offboarding and related IT tasks.
• Maintain accurate asset assignment and loaner records.
• Assist moves, hardware refresh and asset audits.
• Coordinate issues with Application, Infrastructure, Network, Telecom and OEM teams.
• Provide proactive updates and smooth escalation handoffs.
• Support conference rooms and AV equipment as needed.
• Participate in daily ops reviews and close aging tickets.
• Rotational onsite, on-call and weekend support as required.

Skills

Onsite support

Deskside support

End User Computing

Customer facing

English communication

Tools

Windows 10/11

Microsoft 365

Outlook

Active Directory

Group Policy

VPN

Intune

SCCM

ServiceNow

Job description

Must Have Technical/Functional Skills

• Demonstrated experience in Onsite Support, Deskside Support, or End User Computing (EUC).
• Hands-on support for desktops, laptops, mobile devices, peripherals, printers and workplace technologies across corporate offices, manufacturing plants/factories and distribution/warehouse environments.
• Strong troubleshooting knowledge of Windows 10/11, Microsoft 365, Outlook, Active Directory, Group Policy and VPN.
• Experience with Microsoft Intune (MDM/MAM) and SCCM for device enrollment, configuration, compliance and application deployment.
• Experience with ServiceNow or similar ITSM tools, including Incident and Service Request lifecycle management.
• Working knowledge of ITIL processes, particularly Incident Management, Service Request Management and escalation.
• Experience in hardware lifecycle and asset management, including laptop deployment, refresh/replacement, asset audits, device return and break/fix/vendor coordination.
• Basic network troubleshooting covering TCP/IP, DNS, DHCP, Wi-Fi, proxy and network connectivity.
• Experience supporting plant/warehouse endpoints, including rugged/handheld devices, barcode scanners, label printers and industrial printers.
• Strong customer-facing communication and troubleshooting skills.
• Experience supporting VIP/executive users with minimum business disruption and appropriate confidentiality.
• Good written and verbal English communication; local language capability can be considered an added advantage based on site requirements.

Roles & Responsibilities

• Provide onsite desk-side, walk-up and IT Bar support to end users across offices, manufacturing sites and distribution/warehouse locations.
• Diagnose and resolve hardware, software, operating system, Microsoft 365, connectivity and peripheral-related incidents.
• Log, prioritize, troubleshoot, resolve, **escalate** and close Incidents and Service Requests within applicable SLA requirements.
• Maintain ServiceNow tickets with accurate troubleshooting activities, resolution information and user communication.
• Perform new joiner setup, device handover, initial sign-in assistance, MFA setup, email configuration and application validation.
• Handle device refresh/replacement, return and loaner-device activities, maintaining appropriate asset/CMDB records.
• Support mobile devices, Company Portal, mobile applications and coordinate device replacement where required.
• Perform user onboarding/offboarding and associated workplace IT activities.
• Maintain accurate asset assignment, return, replacement and loaner records.
• Support office/plant moves, hardware refresh activities and asset audits.
• Coordinate unresolved issues with appropriate resolver groups including Application, Infrastructure, Network, Telecom and OEM/vendor support teams.
• Provide proactive status updates to users and ensure proper ownership transfer during escalation.
• Support conference-room/AV equipment and workplace peripherals where required.
• Participate in daily operational reviews and follow up on aging/open tickets.
• Provide rotational onsite, on-call and weekend support where required to align with site/plant operating hours.

Salary Range-$60,000-$75,000 a year

#LI-KR3

TCS Employee Benefits Summary:

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.a
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location: White Plains, NY

Function: TECHNOLOGY

Role: Engineer

ID: 438599

Skills: Desktop

Salary Range: $60,000 - $75,000