Job description

Role Overview The Tier 2 (L2) Field Support Technician provides customer-facing technical support for incidents and service requests that cannot be resolved by Tier 1 (L1) support. The role diagnoses and resolves hardware, software, operating system, connectivity, and peripheral issues while maintaining accurate ticket records and meeting applicable service-level agreements. The technician also provides on-site operational support for end-user and data center equipment, coordinates repairs and vendor escalations, and works with remote technical specialists and project teams on advanced issues. Key Responsibilities Technical Support and Incident Resolution • Provide Tier 2 support by researching, diagnosing, troubleshooting, and resolving incidents escalated from Tier 1 support. • Resolve break/fix, configuration, software installation, hardware repair, and connectivity issues. • Escalate advanced issues to Tier 3 support when required. • Provide technical assistance for computer hardware and software used by end users. • Analyze, resolve, respond to, and document end-user inquiries and service requests. • Troubleshoot operating system issues and LAN/WAN connectivity problems. • Act as the primary on-site contact for end-user incidents and requests, including plant-specific IT requests such as password resets and access support. Device, Peripheral, and Asset Support • Install and support desktops, laptops, printers, scanners, peripherals, and approved software using authorized tools. • Coordinate hardware warranty repairs and depot services. • Perform inventory management activities in coordination with asset management and other corporate teams. • Maintain and contribute to the technical knowledge base. Data Center and On-Site Support • Provide on-site technical support for issues that require physical intervention in data centers, computer rooms, or server rooms. • Perform infrastructure equipment tasks based on instructions from remote technical specialists. • Follow guidance from certified technicians and pr oject managers when troubleshooting advanced issues. • Provide on-site operational support for the remote management, installation, and troubleshooting of data center equipment. • Navigate and support operations across large facilities and work environments. • Safely lift and move IT equipment as required by the role and in accordance with workplace safety guidelines. Service Management and Escalation • Use ServiceNow to create, update, route, and resolve tickets. • Update tickets with accurate and timely records of work performed and resolution details. • Escalate issues to third-party vendors when necessary. • Raise and coordinate problem-management issues. • Monitor and support the achievement of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Work Requirements • Work across multiple sites and travel between locations as required by customer needs. • Work after hours or on weekends when operational requirements demand it. • Perform additional end-user or infrastructure support tasks when required. Required Skills and Qualifications • Experience providing Tier 2 desktop, field, or end-user computing support. • Hands-on knowledge of desktops, laptops, printers, scanners, peripherals, and approved software-installation methods. • Experience troubleshooting operating systems, hardware, software, and LAN/WAN connectivity. • Working knowledge of ServiceNow or a comparable IT service-management ticketing platform. • Understanding of incident, request, problem, and escalation-management processes. • Familiarity with hardware warranty repair, inventory control, and asset-management activities. • Strong verbal and written communication skills in a customer-facing support environment. • Ability to remain effective under pressure during critical incidents and service interruptions. • Ability to follow technical instructions and collaborate with remote specialists, vendors, and project teams. Success Measures • Timely and accurate resolution of incidents and service requests. • Compliance with applicable SLAs, KPIs, ticket-documentation requirements, and escalation procedures. • Consistent and professional customer support across assigned sites. • Effective coordination with Tier 1, Tier 3, vendors, asset management, and remote technical teams. • Accurate contributions to knowledge-management and inventory records. Salary Range: $55,000 - $65,000 per year TCS Employee Benefits Summary: 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. </div

Requirements

Must-haves

Technical Support and Incident Resolution
Provide Tier 2 support by researching, diagnosing, troubleshooting, and resolving incidents escalated from Tier 1 support.
Resolve break/fix, configuration, software installation, hardware repair, and connectivity issues.
Escalate advanced issues to Tier 3 support when required.
Provide technical assistance for computer hardware and software used by end users.
Analyze, resolve, respond to, and document end-user inquiries and service requests.
Troubleshoot operating system issues and LAN/WAN connectivity problems.
Act as the primary on-site contact for end-user incidents and requests, including plant-specific IT requests such as password resets and access support.
Device, Peripheral, and Asset Support
Install and support desktops, laptops, printers, scanners, peripherals, and approved software using authorized tools.
Coordinate hardware warranty repairs and depot services.
Perform inventory management activities in coordination with asset management and other corporate teams.
Maintain and contribute to the technical knowledge base.
Data Center and On-Site Support
Provide on-site technical support for issues that require physical intervention in data centers, computer rooms, or server rooms.
Perform infrastructure equipment tasks based on instructions from remote technical specialists.
Follow guidance from certified technicians and pr oject managers when troubleshooting advanced issues.
Provide on-site operational support for the remote management, installation, and troubleshooting of data center equipment.
Navigate and support operations across large facilities and work environments.
Safely lift and move IT equipment as required by the role and in accordance with workplace safety guidelines.
Service Management and Escalation
Use ServiceNow to create, update, route, and resolve tickets.
Update tickets with accurate and timely records of work performed and resolution details.
Escalate issues to third-party vendors when necessary.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: careers-page
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Pto

Parental Leave