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L1 Support Engineer

4 months ago

Warrington, United Kingdom Tata Consultancy Services Full time

Role: L1 Support Engineer

Job Type: Permanent

Location: Warrington, United Kingdom


Ready to utilize your knowledge and experience in handling and resolving user tickets?

Are you passionate about identifying problems, analyzing the situation, and making appropriate recommendations/decisions?


Join us as an L1 Support Engineer


Careers at TCS: It means more.

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

  • access to endless learning opportunities.
  • and maintain a team of high-performing individuals.
  • strong relationships with a diverse range of stakeholders.


The Role:

As an L1 Support Engineer, you will be responsible for handling, understanding, acknowledging, categorizing, and resolving the user tickets.


Key Responsibilities:

  • Own queue management – Timely case acceptance & acknowledgement, categorization, resolution, and reassignment.
  • Handle IT incidents and requests received & handle escalation matrix between support teams.
  • Create knowledge articles for troubleshooting & search the knowledge base for incident resolution procedure.
  • Ensure that all support tickets are updated with the correct and complete information.
  • Own incident resolution always and keep user informed of status.
  • Provide ETA for delayed streams/Process.
  • Analyse and troubleshoot a wide range of queries via phone or chat.
  • Escalate the incident to the next line of support in case procedure does not exist; or application of procedure does not resolve incident.
  • Walk the customer to the problem-solving process.
  • Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs.
  • Perform knowledge sharing / cross training of applications.
  • Maintain interaction quality and adhere to Call Quality standards such as: Initial greeting & Customer acknowledgment, Use of courteous statements, displayed empathy, listening effectively, quality of voice tone and pitch including rate of speech, effective probing questions, use of positive words, ending of call - additional help/thanked, call resolution/outcome, overall professionalism, and call satisfaction.


Your Profile

Key Skills/Knowledge/Experience:

  • Proven experience as a helpdesk technician or other customer support role.
  • Ability to clearly communicate in English, both written and verbal.
  • Ability to diagnose and resolve basic technical issues.
  • Knowledge of L1/ 1.5 technical services.
  • Knowledge of Active Directory and exchange server administration.
  • Ability to learn and apply technical and industry-specific information into troubleshooting.
  • Aptitude to identify problems, research and analyse the situation, and make appropriate recommendations/decisions.
  • Knowledge of troubleshooting OS issues, viruses, malware, and other issues in windows environment.
  • Ability to multi-task in a fast-paced environment with great attention to detail and strong organisational skills.
  • Ability to listen, think, and type at the same time.
  • Self-starter attitude with capability of prioritising workload within an assigned schedule.
  • Work experience on various ticketing tools like Jira, SNOW, HP.
  • Understanding of the ITIL Framework and related IT Governance.
  • Operating Systems knowledge: Microsoft Windows (7, 10)


Good to have:

  • In House ITIL Certification
  • A Yellow belt Certification
  • No Shift Constraints
  • Experience in Application support.
  • Experience in Technical or Semi Technical voice process.


Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature paid holiday entitlement, pension contribution, private healthcare including dental & optical coverage, life assurance and income protection, laptop and phone, cycle-to-work scheme, exclusive discounts on gym memberships, discounted rates on car leasing options, staff discounts within the larger Tata network, and access to extensive training resources.


Diversity, Inclusion & Wellbeing

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.


You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).


We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.


If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at hariharan.s8@tcs.com with the subject line: “Reasonable Accommodation Request”.

Due to high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.


Application Process

1. Online application > 2. Technical discussion > 3. Managerial discussion > 4. HR discussion (EP role – usually)


Join us and do more of what matters. Apply online now.