Technical Support Engineer

1 week ago


Toronto, Ontario, Canada Tata Consultancy Services Full time

About the Role


We are seeking a skilled Technical Support Engineer to join our team at Tata Consultancy Services. As a key member of our support team, you will be responsible for providing expert-level technical support to our customers, troubleshooting complex issues, and resolving incidents in a timely manner.


This is a customer-facing role that requires excellent communication skills, both verbal and written, as well as the ability to work under pressure when dealing with critical incidents.


The Tier 2 support team handles tickets routed by L1 support or produces tickets for any issue observed. You will be handling break/fix, configuration issues, troubleshooting, software installations, and hardware repair, including in-house repair or coordinating depot services.


Responsibilities



  • Provide expert-level technical support to customers via phone, email, or chat
  • Troubleshoot complex technical issues and resolve incidents in a timely manner
  • Collaborate with internal teams to resolve issues and improve processes
  • Document and maintain accurate records of all interactions and issues resolved
  • Escalate issues to Level 3 support as needed

Requirements


To be successful in this role, you will need:



  • A strong understanding of technical concepts and principles
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and prioritize tasks effectively
  • Strong problem-solving skills and analytical thinking
  • Knowledge of IT service management frameworks and industry-standard tools

What We Offer


In return for your expertise and hard work, we offer a competitive salary of $85,000 per year, comprehensive benefits, and opportunities for career growth and development.



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