Customer Support Jobs in Decatur, AL (NOW HIRING)

Job Summary:
Tata Consultancy Services is a leading technology services and consulting company. They are seeking an L2 Desktop Support Engineer responsible for providing Tier 2 support to customers, diagnosing and resolving technical issues related to hardware and software, and ensuring effective communication with clients during critical incidents.
Responsibilities:
• Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents that cannot 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.
• 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.
• Ability to work within multiple sites. This includes the ability to 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 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 software using approved tools.
• Troubleshoot Operating System issue. Connection issues with LAN/WAN.
• 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 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 specific technology.
• Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specializes 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).
Qualifications:
Required:
• BACHELOR OF COMPUTER SCIENCE
• 4 - 6 Years of experience
• Excellent verbal and written communication skills
• Ability to work under pressure
• Ability to work within multiple sites
• Physically fit to walk through large areas
• Ability to work after hours and weekends if necessary
• Knowledge of using ServiceNow as the ticketing tool
• Provide technical assistance and support for computer hardware and software
• Analyze, resolve, respond to, and document end user inquiries
• Install desktop/Laptop, printers/scanners, and other peripheral software
• Troubleshoot Operating System issues and connection issues with LAN/WAN
• Update tickets with accurate and timely records of work performed
• Maintain and contribute to a knowledge base
• Coordinate hardware warranty repair
• Perform inventory management activities
• Escalate to 3rd party vendors when necessary
• Responsible for raising and coordinating problem management issues
• Strong understanding and skills in SLA, KPI Management
• Provide technical support stationed at the site for data center/computer/server rooms
• Can handle all tasks related to the infrastructure equipment based on instructions
• Receives instructions from certified technicians and project managers
• 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
Company:
Tata Consultancy Services is a business solutions company that specializes on information technology services and consulting. It is a sub-organization of Tata Group. Founded in 1968, the company is headquartered in Mumbai, IND, with a team of 10001+ employees. The company is currently Late Stage.