L2 Desktop Support Engineer

Job Description

Must Have Technical/Functional Skills

· Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot be resolved by Tier 1 (L1) and providing support for software and hardware technical problems. This role is customer- facing and requires excellent verbal and written communication skills as well as the ability to work under pressure when customers are experiencing critical incidents. The Tier 2 (L2) support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe

.· Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services)

.Tier 2 (L2) will sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates

.· Tier 2 (L2) Field Support plays a key role as the front-line interface between our customer and the Product & Engineering team and operates as a second level of support after basic user-level Remote Support (L1). Their primary responsibility is to provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements

.
Roles & Responsibiliti

es
· Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the custom

er.· Physically fit to walk through large ar

eas· Ability to work after hours and weekends if necessary or required by the custom

er.· Knowledge of using ServiceNow as the ticketing to

ol.· Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end use

rs.· Analyze, resolve, respond to, and document end user inquiri

es.· Install desktop/Laptop, printers/scanners, and other peripheral software using approved too

ls.· Troubleshoot Operating System issue. Connection issues with LAN/W

AN.· Update tickets with accurate and timely records of work performed, and resolution detai

ls.· Maintain and contribute to a knowledge ba

se.· Coordinate hardware warranty repa

ir.· Perform inventory management activities as required in coordination with asset management and other corporate grou

ps.· Escalate to 3rd party vendors when necessa

ry.· Responsible for raising and coordinating problem management iss

ues· Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Manageme

nt.· Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handli

ng.· In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technolo

gy.· Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes in different products and categori

es.· Receives instructions from certified technicians and project managers to troubleshoot advanced issu

es.· Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipme

nt.· Primary responsibility to manage End User related incidents and reques

ts.· Go to per son for all plant IT related requests (Password resets, access etc. specific to plant

s).
Base Salary Range: $55,000 - $65,000 per a

nnum
TCS Employee Benefits Sum

mary:Discretionary Annual Incen

tive.Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance P

lans.Family Support: Maternal & Parental Le

aves.Insurance Options: Auto & Home Insurance, Identity Theft Protec

tion.Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimburse

ment.Time Off: Vacation, Time Off, Sick Leave & Holi

days.Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinan