TATA Consultancy Services Limited Apply Now L2 Desktop Support Engineer Aurora, IL, US

• Posted 3 days ago
• Updated 3 days ago Full Time No Travel Required On-site $50,000 - $60,000/yr TATA Consultancy Services Limited Fitment Dice Job Match Score™ To see how well you match this job, please log in or create an account .

Once logged in, be sure to complete your profile to get the most accurate match score. Job Details Skills Asset Management Break/Fix Customer Facing Hardware Troubleshooting Data Link Layer LAN Laptop Legal Knowledge Base Problem Management Product Engineering Operating Systems Management Printers Physical Layer Inventory Management Training Tier 2 Tier 1 Service Level WAN SLA Repair Remote Support Research KPI Management Finance Insurance Help Desk Customer Support ServiceNow Communication Remote Management Technical Support Asset Management Break/Fix Customer Facing Hardware Troubleshooting Data Link Layer LAN Laptop Legal Knowledge Base Problem Management Product Engineering Operating Systems Management Printers Physical Layer Inventory Management Training Tier 2 Tier 1 Service Level WAN SLA Repair Remote Support Research KPI Management Finance Insurance Help Desk Customer Support ServiceNow Communication Remote Management Technical Support Show more Summary L2 Desktop Support Engineer Aurora, IL | 6 - 10 years of experience||Princeton, IN||Liberty, NC Job 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

Base Salary Range :

$55,000 to $65,000

Per Annum 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. Employers have access to artificial intelligence language tools ("AI") that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id:

91172467

Position Id:

9062806 Posted 3 days ago Company Info About TATA Consultancy Services Limited Tata Consultancy Services (TCS) is the technology partner of choice for industry leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence, and customer service. It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence. Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 55 countries and 202 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients - helping them emerge as perpetually adaptive enterprises. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today. TCS sponsors 14 of the world's most prestigious marathons and endurance events, including the TCS New York City Marathon, TCS London Marathon and TCS Sydney Marathon with a focus on promoting health, sustainability, and community empowerment. Go to company profile Contact the job poster PJ Preetirekha Jena Recruiter @ TATA Consultancy Services Limited View Profile Create job alert Never miss an opportunity! Create an alert based on the job you applied for. Create alert Similar Jobs TATA Consultancy Services Limited EUC technician/Site IT Support Nebraska City, Nebraska

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