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L2 Desktop Support Engineer

L2 Desktop Support Engineer

Tata Consultancy ServicesPlano, TX, US
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Overview

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Responsibilities

  • 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 issues, and LAN / WAN connection issues.
  • 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.
  • Raise and coordinate problem management issues.
  • Perform additional tasks (end user / infra related) with strong understanding of SLA and KPI management.
  • Provide technical support stationed at the site who can respond to problems within data center / computer / server rooms which may require physical handling.
  • Provide on-site, operational support for remote management, installation and troubleshooting of data center equipment.
  • Manage End User related incidents and requests; act as go-to person for plant IT related requests (password resets, access, etc.).

Requirements / Qualifications

  • 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 of ServiceNow as the ticketing tool.
  • Strong understanding and skills in SLA, KPI Management.
  • Experience providing technical support on desktop / laptop hardware and software.

    • Salary and Location

    Base Salary Range : $50,000 - $60,000 per annum

    Location : Dallas, TX

    Employment type

  • Full-time

    • Seniority level

  • Entry level

    • J-18808-Ljbffr

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    Desktop Support Engineer • Plano, TX, US