L2 Technical Support Engineer

Role:L2 Technical Support Engineer
Location:Durham,NC(Hybrid)||(Only Locals)
Reachme:
Position:Contract-to-hire(C2H)

This is a 3 months contract to hire position. Please submit candidates who are authorized to work for any employer in US without requiring visa sponsorship now or in future.
Also, this is going to be 5 days onsite every other week. 

Job Summary
We are seeking a highly analytical L2 Technical Support Engineer to handle advanced technical escalations from our L1 helpdesk.
You will dive deep into complex hardware, software, and network issues, performing thorough root-cause analysis to deploy lasting fixes. This role bridges the gap between frontline support and backend engineering/infrastructure teams, requiring strong system administration skills and a diagnostic mindset.

Core Responsibilities
Advanced Escalation Handling: Own and resolve complex technical issues escalated by L1 support within defined Service Level Agreements (SLAs).
Root-Cause Analysis: Investigate recurring incidents, identify systemic failures, and implement permanent bug fixes or workarounds rather than temporary patches.
System Administration: Manage and configure user access, permissions, and security groups across enterprise systems and directory services.
Infrastructure Monitoring: Monitor system health, server uptimes, and network performance, proactively responding to infrastructure alerts.
Deployment & Patching: Assist with software deployments, system updates, and security patching cycles across client machines and servers.
Knowledge Documentation: Author detailed troubleshooting playbooks and standard operating procedures (SOPs) for the L1 team to improve first-contact resolution rates.

Technical Skills & Qualifications
Must-Have Requirements
Directory Services: Advanced administration experience with Active Directory, Azure AD (Entra ID), or Okta (e.g., managing Group Policies, OUs).
OS & Server Administration: Deep technical knowledge of Windows Server (2019/2022) or Linux (Ubuntu, RedHat) environments, alongside desktop OS.
Networking & Security: Strong troubleshooting skills in TCP/IP, DNS, DHCP, VPN configurations, firewalls, and routing protocols.
Cloud & SaaS Platforms: Administration experience with enterprise cloud suites (Microsoft 365, Google Workspace, AWS, or Azure basics).
Scripting Basics: Ability to read or write basic scripts (e.g., PowerShell, Bash) to automate repetitive administrative tasks.
ITIL Framework: Strong understanding of ITIL processes, particularly Incident, Problem, and Change Management.

Nice-to-Have Skills
Active certifications such as MCSA, CCNA, CompTIA Network+/Security+, or ITIL Foundation.
Experience with database queries (SQL) to troubleshoot backend application logs.
Familiarity with endpoint management tools (e.g., Microsoft Intune, SCCM, Jamf).