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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L2 Desktop Support Engineer - **Company:** Tata Consultancy Services Limited - **Location:** Liberty, NC, 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:** June 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=a3bdf609734356dc ## About the Role Do you have experience in Software installation?, Do you have a Bachelor's degree?, Qualifications : BACHELOR OF COMPUTER SCIENCE ## Description * 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 per son for all plant IT related requests (Password resets, access etc. specific to plants). ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [The Sustainability Race: AI's Promises, Pitfalls and Potential](https://www.wearedevelopers.com/videos/100155-the-sustainability-race-ai-s-promises-pitfalls-and-potential) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Building the Nervous System of AI - Michael Kagan (NVIDIA)](https://www.wearedevelopers.com/videos/2133-building-the-nervous-system-of-ai-michael-kagan-nvidia) - [Robots are coming into the wild! 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