L2 Technical Support Specialist

1 month ago

Toronto, Ontario, Canada Tata Consultancy Services Full time
Job Description

Job Title: L2 Deskside Support Engineer

Job Summary: We are seeking a highly skilled L2 Deskside Support Engineer to join our team at Tata Consultancy Services. As a key member of our IT support team, you will be responsible for providing technical assistance and support to end users, resolving problems related to computer hardware and software, and maintaining a high level of customer satisfaction.

Key Responsibilities:

  • Provide technical assistance and support to end users, resolving problems related to computer hardware and software.
  • 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, connection issues with LAN/WAN, and other technical problems.
  • Update tickets with accurate and timely records of work performed, and resolution details.
  • 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.

Requirements:

  • Strong understanding and skills in SLA, KPI Management.
  • 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.

Salary: $80,000 to $91,000

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