Senior Desktop Support Engineer | L2 Incident Resolution

Tata Consultancy Services; Glen Burnie (MD); On-site; USD 50,000 - 60,000; Full time

Job summary

An IT consulting firm is seeking a Mid-Senior level professional for Tier 2 support in Glen Burnie, MD. This role requires excellent communication skills and the ability to troubleshoot software and hardware issues. Responsibilities include managing tickets, resolving incidents, and escalating complex problems to Tier 3. Ideal candidates will have experience in software installations and familiarity with remote support tools. This is a full-time position offering competitive compensation.

Qualifications

• Excellent verbal and written communication skills are essential.
• Ability to manage critical situations and work under pressure.
• Experience in software installations and hardware repair is required.
• Familiarity with remote support tools is advantageous.

Responsibilities

• Provide Tier 2 (L2) support to customers for technical issues.
• Troubleshoot and resolve incidents escalated from Tier 1.
• Manage and route tickets from L1 support as necessary.
• Escalate complex issues to Tier 3 when needed.
• Maintain compliance with service level agreements.

Skills

Excellent verbal and written communication skills

Ability to work under pressure

Experience with software installations

Knowledge of ticketing systems

Job description

An IT consulting firm is seeking a Mid-Senior level professional for Tier 2 support in Glen Burnie, MD. This role requires excellent communication skills and the ability to troubleshoot software and hardware issues. Responsibilities include managing tickets, resolving incidents, and escalating complex problems to Tier 3. Ideal candidates will have experience in software installations and familiarity with remote support tools. This is a full-time position offering competitive compensation.