Tata Consultancy Services · 6 days ago
L2 Desktop Support Engineer
San Francisco, CA
Full-time
Onsite
Mid, Senior Level
$50K/yr - $60K/yr
6+ years expTata Consultancy Services is seeking an L2 Desktop Support Engineer to provide Tier 2 support to customers by diagnosing, troubleshooting, and resolving technical issues. The role requires excellent communication skills and involves handling hardware and software problems while serving as a key interface between customers and the Product & Engineering team.
Business Information SystemsConsultingInformation TechnologyIT Management
Hiring Manager
Aarthi A
Responsibilities
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
Qualification
Required
6 - 8 years of experience
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)
Excellent verbal and written communication skills
Ability to work under pressure when customers are experiencing critical incidents
Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair
Ability to work within multiple sites
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
Benefits
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Company
Tata Consultancy Services
Tata Consultancy Services is a business solutions company that specializes on information technology services and consulting.
10001+ employees
H1B Sponsorship
Tata Consultancy Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7880)
2024 (9690)
2023 (8537)
2022 (11159)
2021 (9813)
2020 (11984)
Funding
Current Stage
Public CompanyTotal Funding
unknown2004-08-25IPO
Leadership Team
K. Krithivasan
Chief Executive Officer & Managing Director
Aarthi Subramanian
President and Chief Operating Officer
Recent News
Business Standard India
2026-01-09
Company data provided by crunchbase