Role: Engineer
Required Skills: Desktop
Qualification: BACHELOR OF COMPUTER SCIENCE
Experience: 4 - 8 Years
Function: TECHNOLOGY
Apply By: 2026-12-11
Role Overview
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.
Required Skills and Qualifications
- 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.
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.