L2 Desktop Support Engineer

The Tier 2 (L2) Field Support Technician provides customer-facing technical support for incidents and service requests that cannot be resolved by Tier 1 (L1) support. The role diagnoses and resolves hardware, software, operating system, connectivity, and peripheral issues while maintaining accurate ticket records and meeting applicable service-level agreements. The technician also provides on-site operational support for end-user and data center equipment, coordinates repairs and vendor escalations, and works with remote technical specialists and project teams on advanced issues. Key Responsibilities Technical Support and Incident Resolution

• Provide Tier 2 support by researching, diagnosing, troubleshooting, and resolving incidents escalated from Tier 1 support.
• Resolve break/fix, configuration, software installation, hardware repair, and connectivity issues.
• Escalate advanced issues to Tier 3 support when required.
• Provide technical assistance for computer hardware and software used by end users.
• Analyze, resolve, respond to, and document end-user inquiries and service requests.
• Troubleshoot operating system issues and LAN/WAN connectivity problems.
• Act as the primary on-site contact for end-user incidents and requests, including plant-specific IT requests such as password resets and access support.

Device, Peripheral, and Asset Support

• Install and support desktops, laptops, printers, scanners, peripherals, and approved software using authorized tools.
• Coordinate hardware warranty repairs and depot services.
• Perform inventory management activities in coordination with asset management and other corporate teams.
• Maintain and contribute to the technical knowledge base.

Data Center and On-Site Support

• Provide on-site technical support for issues that require physical intervention in data centers, computer rooms, or server rooms.
• Perform infrastructure equipment tasks based on instructions from remote technical specialists.
• Follow guidance from certified technicians and pr oject managers when troubleshooting advanced issues.
• Provide on-site operational support for the remote management, installation, and troubleshooting of data center equipment.
• Navigate and support operations across large facilities and work environments.
• Safely lift and move IT equipment as required by the role and in accordance with workplace safety guidelines.

Service Management and Escalation

• Use ServiceNow to create, update, route, and resolve tickets.
• Update tickets with accurate and timely records of work performed and resolution details.
• Escalate issues to third-party vendors when necessary.
• Raise and coordinate problem-management issues.
• Monitor and support the achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Work Requirements

• Work across multiple sites and travel between locations as required by customer needs.
• Work after hours or on weekends when operational requirements demand it.
• Perform additional end-user or infrastructure support tasks when required.

• Experience providing Tier 2 desktop, field, or end-user computing support.
• Hands-on knowledge of desktops, laptops, printers, scanners, peripherals, and approved software-installation methods.
• Experience troubleshooting operating systems, hardware, software, and LAN/WAN connectivity.
• Working knowledge of ServiceNow or a comparable IT service-management ticketing platform.
• Understanding of incident, request, problem, and escalation-management processes.
• Familiarity with hardware warranty repair, inventory control, and asset-management activities.
• Strong verbal and written communication skills in a customer-facing support environment.
• Ability to remain effective under pressure during critical incidents and service interruptions.
• Ability to follow technical instructions and collaborate with remote specialists, vendors, and project teams.

Success Measures

• Timely and accurate resolution of incidents and service requests.
• Compliance with applicable SLAs, KPIs, ticket-documentation requirements, and escalation procedures.
• Consistent and professional customer support across assigned sites.
• Effective coordination with Tier 1, Tier 3, vendors, asset management, and remote technical teams.
• Accurate contributions to knowledge-management and inventory records., BACHELOR OF COMPUTER SCIENCE

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.