S'INSCRIRE

Offres d'emploi

Trouvez des postes près de chez vous, sur site, hybrides ou à distance.
  • Emplois similaires à : L2 Desktop Support Engineer
XX
L2 Desktop Support EngineerTata Consultancy Services • Liberty, Missouri, United States
Postuler Maintenant
XX

L2 Desktop Support Engineer

Tata Consultancy Services
  • US
    Liberty, Missouri, United States
  • US
    Liberty, Missouri, United States
Postuler Maintenant

À propos

Responsibilities
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 escalat 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
Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the custom
Physically fit to walk through large areas
Ability to work after hours and weekends if necessary or required by the custom
Knowledge of using ServiceNow as the ticketing tool
Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end use
Analyze, resolve, respond to, and document end user inquiries
Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools
Troubleshoot Operating System issue. Connection issues with LAN/WAN
Update tickets with accurate and timely records of work performed, and resolution details
Maintain and contribute to a knowledge base
Coordinate hardware warranty repair
Perform inventory management activities as required in coordination with asset management and other corporate groups
Escalate to 3rd party vendors when necessary
Responsible for raising and coordinating problem management issues
Perform additional tasks (end user/infra related) when required. Strong understanding and skills in SLA, KPI Management
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 handling
In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in specific technology
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 categories
Receives instructions from certified technicians and project managers to troubleshoot advanced issues
Provide on‑site, operational support service for remote management, installation and troubleshooting of data center equipment
Primary responsibility to manage End User related incidents and requests
Go to person for all plant IT related requests (Password resets, access etc. specific to plant
Base Salary and Benefits Base Salary Range: $55,000 - $65,000 per annum
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.
#J-18808-Ljbffr
  • Liberty, Missouri, United States

Compétences linguistiques

  • English
Avis aux utilisateurs

Cette offre provient d’une plateforme partenaire de TieTalent. Cliquez sur « Postuler maintenant » pour soumettre votre candidature directement sur leur site.