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# L2 Desktop Support Engineer

- **Company:** Tata Consultancy Services Limited
- **Location:** Aurora, IL, United States
- **Salary:** $55,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Data Centers, Remote Infrastructure Management, Software Deployment, Wide Area Networks, Computer Equipment, Information Technology, Hardware Debugging, Servicenow
- **Published:** October 28, 2026
- **Apply:** https://jobs.localjobnetwork.com/apply/add/88725590/1

## About the Role

BACHELOR OF COMPUTER SCIENCE

## Description

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) 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 escalate 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
Roles & Responsibilities

 * Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
 * Physically fit to walk through large areas
 * Ability to work after hours and weekends if necessary or required by the customer.
 * 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 users.
 * 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 plants).
 * Ability to perform physical activity in lifting and moving IT equipment with more than 3 LBs and above