L2 Field Engineer

Provide onsite and desk side support services to end users.

Troubleshoot PC related problems at the direction of TCS level 2 or SPOC.

Complete incidents and requests within SLA in pressurized environment.

Build, configuring and troubleshoot Install Gold image on Customer PC and laptop applications and hardware components.

Ensure tickets are updated on a daily basis.

Support meeting room environment and video conferencing.

Support printers, scanners and other peripherals.

Support mobile devices, such as iPads, iPhones and Android devices.

End-User Data back-up and restoration when required in the course of a service incident.

Smart hands support for data center equipment as per required SLA (in specified locations)

As directed by TCS Tech support will assist in troubleshooting the data center devices

Replace defective components cards in data center equipment s as advised by TCS Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites

Import /Export tapes to the tape libraries as advised by TCS tech support.

Individual must have good customer facing skills and be well presented.

Demonstrates independent and pro-active thinking

Builds effective relationships both within the team and across the business and Professional Services

Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.

Must be able to work alone and unsupervised, taking the initiative when necessary.

Must be organized and prioritize work appropriately.

Must have experience of using a Call Logging system.

Must have good working knowledge of Windows 7/10 and related Office applications.

Support experience of MACs would be beneficial

Knowledge of mobile devices, Androids and iPhones

Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.

Familiarity with Microsoft SCCM.

Ability to replace defective parts, as identified by TCS.

Excellent hands on experience in installation and troubleshooting DC equipment s, Rack and Stack of the DC equipment/cable

Excellent communication is mandatory in English and Local language

Requirements

• Experience in email support, MS office and desktop applications
  
• Should have exposure on EUC tools like AD and other remote support tools
  
• Troubleshooting experience for desktop L2 related issues
  
• Experience in software distribution and troubleshooting failed deployments.
  
• Experience in mobile device management
  
• Experience in managing thin clients and troubleshooting related issues
  
• Should have experience in ITIL process of Incident, Change, Problem, Service Request
  
• Experience in Asset management and related activities
  
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