L2 Deskside Support Engineer

3 days ago


Georgetown, United States Tata Consultancy Services Full time

Responsible for providing Tier 2(L2) support to customers by researching, diagnosing, troubleshooting issues,and resolving incidents that can not be resolved by Tier 1 (L1)and providing support for software and hardwaretechnical problems. This role is customer facing and requires excellentverbal and written communication skills as well as the ability to work underpressure when customers are experiencing critical incidents. The Tier 2 (L2) support team handlesthe tickets routed by L1 support or can themselves produce tickets for anyissue they observe.

Level 2generally handles break/fix, configuration issues, troubleshooting, softwareinstallations, hardware repair (including in-house repair or coordinatingdepot services). Tier 2 (L2) will sometimes escalate to Level 3, depending onthe issue and the way the Help Desk operates.

Tier 2 (L2) Field Support playsa key role as the front-line interface between our customer and the Product& Engineering team and operates as a second level of support after basicuser-level Remote Support (L1). Their primary responsibility is to providecustomer support by resolving technical support incidents or service requestsin accordance with applicable service level agreements.
•Coordinate with3rd Party vendors for installation/ fixtures for non-IT request (Henderson,OneNeck , C&W etc.).
•Vendor escort orco ordination (mostly for network cab work, data center work, etc.) - (e.g.,ATT, OEMs).
•Act as backup forlocations where L3 presence is limited and there is a need for backup duringproduction additions or OOO situations.
•Elevated skillset up to L2.5 to provide backup support for L3 resources as needed



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