L2 Desktop Support Engineer

Must Have Technical/Functional Skills

• Responsible for providing Tier 2 (L2) support by researching, diagnosing, troubleshooting, 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 under pressure during critical incidents. The L2 support team handles tickets routed by L1 support and may create tickets for issues it identifies.

• Handle break/fix requests, configuration issues, troubleshooting, software installations, and hardware repair, including in-house repair or coordination with depot services. Escalate issues to Level 3 when required by the issue or Help Desk process.

• Serve as the front-line interface between customers and the Product and Engineering team at the second level of support after user-level remote support (L1). Resolve technical incidents and service requests in accordance with applicable service-level agreements. Roles & Responsibilities

• Work across multiple sites and travel to other sites when required.
• Ability to move throughout large work areas as required to provide on-site support.
• Work after hours and on weekends when required.
• Use ServiceNow as the 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, peripheral devices, and related software using approved tools.

• Troubleshoot operating-system and LAN/WAN connection 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, with a strong understanding of SLA and KPI management.

• Provide on-site technical support and respond quickly to issues in data centers, computer rooms, or server rooms that require physical handling.

• Handle infrastructure-equipment tasks based on instructions from remote technical-assistance teams specializing in different 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 incidents and requests as a primary responsibility.
• Serve as the primary point of contact for plant IT requests, including password resets and plant-specific access requests.

BACHELOR OF COMPUTER SCIENCE

reasonable assistance or accommodation where applicable.

• Work Sunday through Thursday from 10:00 PM to 6:30 AM EST 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.