Desktop Support L2


Tata Consultancy Service Limited

• 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 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 softwares using approved tools.

• Troubleshoot operating system issue. connection issues with LAN/WAN.

• 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

• 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 a specific technology.

• Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize 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).

• Handles all User related IT requests (IMAC, Break fix, Refresh etc.).

• Responsible for managing IT Assets, Inventory and Stock Room management.

• Responsible for Asset tagging, Inventory update in CMDB.

• Handheld scanners/High-jump scanners config and support.

• Responsible for Preventive maintenance checks on all handhelds (scanners etc).

• Radio configuration & support.

• Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)

• Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)

• Thin client configuration and support, Apps on iPads.

• Responsible for Printer Coordination Services and single point of contact to handle.

• L1 Printer issues, requirement to have AS400 knowledge to handle production printers.

• Provide Touch Support / Smart hands Support to verify functionality or testing

• Monitors PRTG tool for plant network devices.

• Coordinate with the Critical facilities team for Power related work.

• 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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