Job Title: L2 Technical Support Engineer
Location : Durham,NC (Locals only)
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).
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