Tata Consultancy Services · 1 day ago
L2 Desktop Support Engineer
Glen Burnie, MD
Full-time
Onsite
Mid Level
$50K/yr - $60K/yrTata Consultancy Services is seeking an L2 Desktop Support Engineer to provide Tier 2 support to customers. This role involves diagnosing and troubleshooting issues that cannot be resolved by Tier 1 support, while maintaining excellent communication with customers and ensuring timely resolution of incidents.
Business Information SystemsConsultingInformation TechnologyIT Management
Hiring Manager
Nanmozhi Govindharaj
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
The Tier 2 (L2) support team handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe
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
Qualification
Required
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)
Providing support for software and hardware technical problems
Excellent verbal and written communication skills
Ability to work under pressure when customers are experiencing critical incidents
Handles the tickets routed by L1 support or can themselves produce tickets for any issue they observe
Handles break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services)
Sometimes escalate to Level 3, depending on the issue and the way the Help Desk operates
Provide customer support by resolving technical support incidents or service requests in accordance with applicable service level agreements
Company
Tata Consultancy Services
Tata Consultancy Services is a business solutions company that specializes on information technology services and consulting.
Founded in 1968
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
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2026-01-06
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2026-01-06
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