L2 Desktop Support Engineer

1 month ago

Greensboro, United States Tata Consultancy Services Full time

Job Title: L2 Desktop Support Engineer.

Job Location: Greensboro, North Carolina, United States(Onsite).

Job Description:

  • 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 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 softwares using approved tools.
  • Troubleshoot operating system issue. connection issues with LAN/WAN.
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • 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 a specific technology.
  • Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize 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).
  • Handles all User related IT requests (IMAC, Break fix, Refresh etc.).
  • Responsible for managing IT Assets, Inventory and Stock Room management.
  • Responsible for Asset tagging, Inventory update in CMDB.
  • Handheld scanners/High-jump scanners config and support.
  • Responsible for Preventive maintenance checks on all handhelds (scanners etc).
  • Radio configuration & support.
  • Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)
  • Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)
  • Thin client configuration and support, Apps on iPads.
  • Responsible for Printer Coordination Services and single point of contact to handle.
  • L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
  • Provide Touch Support / Smart hands Support to verify functionality or testing
  • Monitors PRTG tool for plant network devices.
  • Coordinate with the Critical facilities team for Power related work.
  • Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W etc.).

Vendor escort or co ordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs).

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