L2 Deskside Support Engineer

Tata Consulting Services (Usa) Georgetown , KY 40324

Posted 1 week ago

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 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.

● 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).

● Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.

● Elevated skill set up to L2.5 to provide backup support for L3 resources as needed


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