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    L2 Deskside Support Engineer - Troy, United States - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Troy, United States

    3 weeks ago

    Tata Consultancy Services background
    Description

    • 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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