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Greetings from TCS!!! Job Title: L2 Desktop Support/Service Engineer Location: Hyderabad and Delhi Experience Range: 5 to 8 years of Experience Job Description TCS has always been in the spotlight for being adept in “the next big technologies”. What we can offer you is a space to explore varied technologies and quench your techie soul. What are we looking for? Must Have: Bachelor’s degree in computer science, or a related field or equal experience in information technology Exp in Desktop support /End user support Engg Comprehensive knowledge of Microsoft Office applications, including Word, OneNote, Excel, and Visio Experience in Analytical Skills and process documentation Must be passionate about contributing to an organization focused on continuously improving consumer experiences Experienced documenting, tracking, and monitoring problems using applicable systems and tools. Experienced in researching and resolving technical problems of moderate complexity, typically escalated from first line support teams. Good-to-Have: Previous experience in End user computing/Call Center operations Experience with the Service now Intermediate mathematical skills. Roles/Expectations from the role: The Desktop Support Technician maintains, repairs, and troubleshoots desktop hardware and software packages. Also responsible for customer service and end-user training. The Desktop Support performs advanced administrative/operational/customer support duties that require independent initiative and judgment The Desktop Support researches and resolves technical problems of moderate complexity, typically escalated from first line support teams Responds to escalated telephone, email, and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Decisions are typically focus on methods, tactics, and processes for completing administrative tasks/projects. Regularly exercises discretion and judgment in prioritizing requests and interpreting and adapting procedures, processes, and techniques, and works under limited guidance due to previous experience/breadth and depth of knowledge of administrative processes and organizational knowledge. End-user devices (e.g., desktops/laptop/notebook/tablets) System software associated to End-User and Distributed Computing Services Deskside support to End-Users as necessitated by the circumstances of the requester (e.g., Incidents, Service Requests, request of information) and Service Levels. Dispatch and monitor break/fix repairs, including Services performed by other 3rd party vendors. Work is managed and often guided by precedent and/or documented procedures/regulations/professional IMAC Services for hardware and software. Tracking of the inventory of in-scope software and hardware as required by Humana following asset management process. Minimum Qualification: 15 years of full-time education Show more Show less
