L2 Desktop Support Engineer

Tier 2 Field Support Engineer

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), including software and hardware technical problems. This customer-facing role requires excellent verbal and written communication skills and the ability to work effectively during critical incidents. The L2 support team handles tickets routed by L1 support and may also create tickets for observed issues. • Level 2 generally handles break/fix incidents, configuration issues, troubleshooting, software installations, and hardware repair, including in-house repair or coordination with depot services. Tier 2 may escalate issues to Level 3 based on issue complexity and Help Desk procedures. • Tier 2 Field Support serves as the front-line interface between the customer and the Product & Engineering team and operates as the second level of support after user-level Remote Support (L1). The primary responsibility is to resolve technical support incidents and service requests in accordance with applicable service level agreements.

Roles & Responsibilities • Ability to work across multiple sites, including travel to different sites as required by the customer. • Ability to navigate large facilities and perform site support activities as required. • Ability to work after hours and weekends when required by the customer. • Knowledge of ServiceNow as a ticketing tool. • Provide technical assistance and support and resolve end-user computer hardware and software issues. • Analyze, resolve, respond to, and document end-user inquiries. • Install desktops, laptops, printers, scanners, and other peripheral software using approved tools. • Troubleshoot operating system issues and LAN/WAN connectivity issues. • Update tickets with accurate and timely records of work performed and resolution details. • Maintain and contribute to a knowledge base. • Coordinate hardware warranty repairs. • Perform inventory management activities in coordination with asset management and other corporate groups. • Escalate to third-party vendors when necessary. • Raise and coordinate problem management issues. • Perform additional end-user or infrastructure-related tasks when required. Demonstrate a strong understanding of SLA and KPI management. • Provide on-site technical support and respond quickly to issues within data centers, computer rooms, or server rooms that require physical handling. • Perform assigned support tasks under guidance when specialized certification is not required. • Handle infrastructure equipment tasks based on instructions from remote technical assistance teams specializing in relevant products and categories. • Receive instructions from certified technicians and project managers to troubleshoot advanced issues. • Provide on-site operational support for remote management, installation, and troubleshooting of data center equipment. • Manage end-user-related incidents and requests as a primary responsibility. • Serve as the primary contact for plant IT requests, including password resets and plant-specific access requests. • Ability to safely lift and move IT equipment as required for the role, with or without reasonable accommodation. • Work schedule: Sunday through Thursday, 10:00 PM to 6:30 AM Eastern Time Salary Range: $55,000 - $65,000 per year 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. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.