Tata Consultancy Services provided pay range This range is provided by Tata Consultancy Services. Direct message the job poster from Tata Consultancy Services Recruiter at Tata Consultancy Services (North America) 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 escalates 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. Ability to work within multiple sites.

This includes the ability to travel to different sites as necessary or required by the customer. 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. Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools. Perform inventory management activities as required in coordination with asset management and other corporate groups.

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. 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 in office, operational support service for remote management, installation and troubleshooting of data center equipment. Go to person for all plant IT related requests (Password resets, access etc.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Auto & Home Insurance, Identity Theft Protection.

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. Full-time Information Technology IT Services and IT Consulting Referrals increase your chances of interviewing at Tata Consultancy Services by 2x Get notified about new Desktop Support Engineer jobs in Ontario, CA.

📌 Desktop Support Engineer/ Remote Support (Ottawa)
🏢 TATA Consultancy Services
📍 Ottawa