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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L2 Desktop Support Engineer - **Company:** Tata Consultancy Services Limited - **Location:** Blue Springs, MS, United States - **Salary:** $55,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Data Centers, Desktop Computing, Knowledge Management, Remote Infrastructure Management, Wide Area Networks, Connectivity Problems, Peripherals, Computer Equipment, Information Technology, Laptops, 3-tier Architectures, Hardware Debugging, Servicenow - **Published:** October 28, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/88726098/1 ## About the Role * 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 ## Description 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.