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 per son for all plant IT related requests (Password resets, access etc. specific to plants).
Base Salary Range: $55,000 - $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.
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