L2 Helpdesk Support Engineer

2 days ago Be among the first 25 applicants Direct message the job poster from Tata Consultancy Services APAC Recruitment - Talent Acquisition Specialist - Hong Kong | Graduate Hiring (Australia & New Zealand) at Tata Consultancy Services Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long‑term net zero emissions by 2030. Corporate sustainability is embedded in our triple‑bottom‑line, focusing on people, the planet, and our purpose. Our offices are designed with eco‑friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy‑efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today. Required Technical Skill Set Bachelor’s degree in computer science or MIS or equivalent. Min 8 years of experience as Helpdesk or Desktop Support Engineer. Experience in Desktop OS, Windows, MAC OS, Imaging SCCM, Asset Inventory Management, Network, providing break‑fix support to end users at site. Desired Competencies (Technical/Behavioral Competency) We are looking for L2 Helpdesk Support Engineer with deep technical expertise in hardware, software, and networking, combined with strong problem‑solving, communication, and customer service skills to efficiently resolve complex technical issues for end users escalated from L1 support team. Accountabilities you will have Key responsibilities Provide L2 support for escalated tickets from L1 that require advanced technical expertise and troubleshooting skills. Serve as an escalation point for critical issues and coordinate with client local IT Director and IT department for L3 support as needed. Handle complex and high‑priority support issues that require expert‑level knowledge and decision‑making. Provide remote / on‑call support for emergency incidents during non‑business hours. Assist with the implementation and rollout of new technologies and services. Oversee and manage the daily operations of the Helpdesk team, ensuring SLAs and KPIs are met. Develop and implement Helpdesk policies, processes, and procedures to optimise team performance and customer satisfaction. Monitor and report on Helpdesk metrics, such as ticket volume, resolution time, and customer satisfaction. Conduct regular performance reviews, provide coaching and feedback, and identify training required for the Helpdesk team. Participate in IT strategy and planning meetings to align Helpdesk activities with overall business objectives. Ensure proactive risk identification and mitigation as part of Operational Risk Management. Support IT asset management by maintaining accurate inventory records. Support planned weekend maintenance activities. Key skills/knowledge/experience Detailed knowledge of PC/Laptop/Printer Hardware support. Detailed knowledge of Windows OS and software support. Good knowledge of Microsoft Intune and M365 administration. Good knowledge of Windows Server, Network and Cloud (Azure). Strong experience with Active Directory (Entra). Strong experience in ITSM ticketing tools. Strong Experience with Asset Inventory Management. Experience in Change Management process. Experience with Continuous Service Improvement (CSI) plan. Strong analytical and problem‑solving skills. Excellent communication and customer service skills. Deep understanding of ITIL principles. Budgetary control. Documentation. Good to have Proficiency in Cantonese. Other Benefits Double Pay Five Day work week Life Insurance Medical Insurance Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr