Technical Support Specialist

2 months ago

Blue Springs, Mississippi, United States Tata Consultancy Services Full time
Job Title: Technical Support Specialist

Location: Blue Springs, MS / Greensboro, NC (Onsite)

Experience: 7+ years

Job Description:

We are seeking a highly skilled Technical Support Specialist to join our team at Tata Consultancy Services. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to end users, resolving problems related to computer hardware and software, and analyzing and resolving end user inquiries.

Key Responsibilities:
  • Ability to work within multiple sites, including 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.)

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